- Actively manage ticket queue using department predefined strategy, by ensuring all tickets are properly categorized, prioritized. Follow up with stakeholders on a daily basis with all open issues until resolved.
- Create accounts and troubleshoot issues with Sophos VPN, and Bitlocker Disk Encryption.
- Publish and maintain a library of self-help solutions to common problems for user population and promote user access to the ServiceDesk software solutions area. Ensure documentation is up to date as technologies evolve.
- Explain problem resolutions to employees and customers.
- Provide administrative support to enterprise applications and learn new software as applicable.
- Provide in person and remote assistance for onboarding. Set up work environments in office buildings.
- Assist with the coordination and setup of all conference room booking request that require AV support
- Undertake and assist with all IT equipment moves
- Mentor and train Jr. Service Desk Technicians as applicable
Desktop Support Specialist - Malvern, United States - Yoh, A Day & Zimmermann Company
Description
Job Title: Senior IT Desktop Support Specialist
Location: Malvern, PA (on site monday - friday)
6 month + contract
Looking for a senior level desktop tech to join the team. This is a contract only position, rolling 6 month contract extensions for the right person. Looking for 5+ years exp. With a Bachelor degree.
This will be 5 days onsite, 8-5 including an hour unpaid lunch.
The Sr. Service Desk Support Technician will work with employees and customers across multiple business areas to ensure operational excellence. They help drive the course of action for service desk related issues for the IT Department. This person will be responsible for triaging and maintaining an open line of communication with the employees regarding ticket status This team member must have excellent customer service skills and be able to work with our team to meet our objectives of exemplary customer support.
Essential Responsibilities
Perform first level support and troubleshooting for all issues. Act as an escalation point for more complex issues and perform root cause analysis.
Other Responsibilities
Outstanding attendance required.
Scheduled hours 8:00 am to 5:00 pm
Work well with others in an environment requiring teamwork, quick problem resolution and shifting priorities.
Performs other duties as assigned.
Required Competencies
Excellent customer service skills.
Initiative.
Problem solving.
Effective time management.
Good oral and written communication skills.
Good documentation skills.
Work independently.
Education and Experience
Bachelors degree in Computer Science or related field.
Minimum 5 years of experience in IT support roles.
Working knowledge of O365, Windows 10, Active Directory
Disk Encryption and VPN software
SCCM a plus
Special Working Conditions and Physical Demands
Use of computer monitor and telephone over long periods.
Be able to support multiple business locations, either remotely or in person as needed.
Handle multiple tasks simultaneously.
Flexibility due to changes in task priority.
Halon protected computer environment.
Have the ability to lift up to 50 lbs.
Ability to be onsite 5 days as week.