SUMMARY
This position is responsible for L1 support for end-users with software and hardware-related issues or requests for all Americas facilities.
Takes ownership of customer care while enforcing all local/global processes, procedures, and policies with End-Users.
Troubleshoots and resolves network, end-user, meeting spaces, system issues, and logging resolution.
Follows standard procedures for escalating unresolved issues to the appropriate level of goal is to resolve issues/requests fastest and most effectively.
Works to ensure specification compliance along with documentation and routine maintenance.
Also responsible for organizing and maintaining unique computer-related equipment.
(Refer to IT Support Levels doc)
ESSENTIAL FUNCTIONS Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
Supports Network/Application Administration by escalating calls as identified Provides technical software, hardware, and network problem resolution to computer users by performing question/problem diagnosis and guiding users through step-by-step solutions.Diagnoses system hardware, software, and operator-related issues.
Reviews all incoming IT Help Desk tickets for proper support information and assists in maintaining the database that tracks issues and requests.Tracks and verifies internal IT procedures are updated and accurate.Clearly communicates technical solutions to internal and external customers in a user-friendly and professional manner.
Provides one-on-one end-user training as needed.Installs hardware and peripheral components such as monitors, keyboards, printers, and disk drives on the user's premises.Configures and tests newly acquired computing equipment to ensure it meets company standards, user specifications, and department quality standards.Recommends or corrects problems based on knowledge of system operation.Managing service equipment such as printers, training room systems, and other corporate equipment under the control of the IT department.
Create knowledge base articles and training materials for employee communication.Comply with Company/Global policies and procedures.COMPETENCIES
Analytical ThinkingCommunication Proficiency.Problem Solving.
Technical Capacity.Multitasking.PREFERRED EDUCATION and/or EXPERIENCE
BA/BS in Computer Science, Information Systems, or related field required, and 2-4 years related experience, or equivalent combination of education and experience.
A+Certification is preferred.
Microsoft Windows-based networking experience is preferred.
Previous experience in a multiple-location corporate environment preferredADDITIONAL ELIGIBILITY QUALIFICATIONS
Work independently and demonstrate good time management skills, and communicate effectivelyKnowledge of commonly used Help Desk concepts, practices, and procedures.
Excellent communication (oral and written), interpersonal, customer service, and presentation skills.
Respond proactively to training, technical support, and customer service needs in line with provided guidelines.
Ability to manage multiple concurrent projects and priorities.
Must be able to work in a varied, fast-paced multi-location environment with competing demands Strong attention to detail.
COMMON APPLICATIONS
ServiceNow Helpdesk Management SystemGeneral ERP/CRM Systems end-user supportMicrosoft Active Directory end-user updateMatrix42 software deployment toolMicrosoft 365 Suite of productsMicrosoft Windows 10/11 and 2019 ServerzScaler Internet AccessSophos Cybersecurity and Data ProtectionMobile Device Management systemsMinor experience with Mac OSOTHER DUTIES
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.
Duties, responsibilities, and activities may change at any time, with or without notice.