Desktop Support

RESPONSIBILITIES:
Review problem tickets and respond to user within established standards; resolve open tickets in a timely and professional manner; following established SOP, BOP's; manage crisis escalation and escalate calls to other support groups if tickets cannot be resolved; provide a positive customer service experience to the customer; participate in other projects as requested.

SKILLS:

COMPETENCIES:

- Desktop troubleshooting experience; Strong interpersonal, organizational and communication skills; Ability to fix users' computers; Experience with MicrosoftActive Directory; Understanding of ticketing system; Remote Take over; Windows 2000, 7, NT; Understanding and use of iPads; Team playerUnderstanding of CRM systems (Veeva, SalesForce)
- Strong customer service; Ability to work in a fast paced changing environment; Understanding of Windows based applications; Ability to diagnose application software and hardware problems; Ability to recognize priority issues and escalate accordingly; Ability to translate technical terms into non-technical language
- Working knowledge of: Modems and data communications; checking PC network connections; Identifying and correcting memory issues; Resetting network and Internet passwords; Using browser and network utilities; Resetting Internet Proxy configurations; Install and setup applications; NT navigation and directory structure; Windows disk utilities to correct common errors; Network error messages to determine causes.

QUALIFICATIONS:

- Associates degree in Computer Science or a related discipline, and at least two, typically four years' experience in IT or an equivalent combination of education and work experience.
- Requires sufficient knowledge of IT operations, responsibilities, workflow processes, and procedures to resolve most inquires independently.
- Good analytical and communication skills, sound judgment, and the ability to work effectively with client and other Systems Division staffs.