About the Job
The Sr. IT Helpdesk person will work with the IT Help Desk team, lead, and manager to work different types of IT helpdesk support requests.
Field incoming help requests from end users via ticketing system and assist in a respectful manner. Document all pertinent information including all decisions made, actions taken, and confirmation of a successful result. Maintain excellent customer service over the phone, helpdesk, chat systems, or email. Ticket escalation resource tier 3/4 for all type of IT support requests Diagnostic and repair of supported hardware and software. Identify and learn appropriate software and hardware used and supported by the organization. Perform post resolution follow-ups to help requests. Develop and maintain help sheets and knowledge base articles for end users. Assist with creation and maintenance of local site IT systems documentation. Assist with growth and training of new associates to ensure overall team success. Perform related duties consistent with the scope and intent of the position.
Requirements
Bachelor’ degree or 4 or more years of relevant experience Strong track record of achievement in distributed multi location environments Project and task prioritization and overall excellent time management skills Superb verbal and written communication skills to work with both internal and external customers. Exceptional problem solving and analytical skills. Ability and desire to stay motivated while working in a fast-paced environment. Ability to work cross-functionally to resolve technical, procedural, and operational issues. Courteous, polite, and professional demeanor. Self-starter and Self-managed Strong documentation skills. Ability to manage small IT projects. Flexibility to travel
Travel Requirements
Less than 20%