Description
Prestigious Enterprise Company is currently seeking a IT Service Desk/Help Desk Support Analyst with strong support ticketing system experience. Candidate will work in a team to provide 24/7 remote support to locations around the globe. This position is responsible for resolving high levels of computer and application issues on a first call basis. Additionally, this position will be responsible for providing desk-side support as needed, and will provide on-site support, as well as remote support to locations across the globe.
Responsibilities:
- Receive and accurately record details of Requests/Problems reported to the ITSC, including providing status and resolutions to problems.
- Successfully troubleshoot, diagnose and resolve Tier 1 & Tier 2 service and support issues.
- Provide accurate Tier 1 & Tier 2 services and support metric reporting (ie call tracking) as required.
- Handle the efficient escalation of customer service and support issues to the Tier 2 & 3 support team.
- Manage execution of assigned tasks against detailed project plans that facilitate the timely completion of infrastructure objectives and deliverables.
- Create and maintain production support documentation including technical support documents and end user instructions.
- As a team member, discuss with team to evaluate and maintain assigned policies and procedures to keep them current and efficient, and present to supervisor.
- Troubleshoot desktop issues in a Citrix-based environment
- Provide first-level support in the areas of PC software applications, desktop/laptop hardware, mobile devices, and networking. Respond to error messages by resolving issue or escalating to appropriate support personnel.
- Any other duties as assigned.
- Work directly with internal customers to resolve incidents/requests as well as provide training surrounding computers, smartphones, tablets, printers, copiers/fax machines, video-conferencing, etc.
- Audio/visual system setup and support in the business environment including Crestron, Savant, Satellite TV, etc.
- Network configuration and problem solving in Windows, Apple, and Citrix environments (wired and wireless).
- Staging and testing of computers (laptops, desktops, and thin clients), printers, and copy/fax machines.
- Any other duties as assigned.
Required Skill:
- High school diploma or GED
- Minimum of 2 years' experience providing IT support both on-site and remotely (supporting technologies such as XP, Win7, Citrix, MS Products, MS Exchange and A/D accounts)
- Apple support experience (for example, iPads, iOS, iPhones, MacBooks, etc.)
- Mobile Device support experience (for example, iPhone, iPad, Android, BlackBerry)
- Ability to work in a fast-paced, highly technical environment
- In-depth knowledge of PC hardware, operating systems, drivers, applications and their interaction
- Strong customer service skill set with excellent verbal and written communication skills
- Must be able to work various shifts including evenings, nights, and weekends
- Occasional travel required