Service Desk / Tech Support

Responsibility Areas

• Provide phone and email-based help desk support and resolve problems as per client requirements.
• Responsible for first response in answering support incidents.
• On-Boarding and Off-Boarding of new users
• Document technical issues, solutions and support information
• Create user accounts, assist in OS repairs, virus/spyware removal, and hardware troubleshooting.
• Take responsibility for multiple concurrent issues, with the ability to prioritize tasks.
• Work in a team environment, assisting other team members on an on-needed basis.
• Log and track support calls, prioritize and escalate tickets as required to ensure customer satisfaction.

Required Knowledge and Experience

• A+, or other industry certifications would be an asset ITIL v3 or v4.
• Experience with Office 365
• Demonstrated customer service experience.
• Active Directory user administration
• A solid understanding of computer troubleshooting procedures.
• Experience with Troubleshooting printers, and other peripherals
• Experience with user account administration with Active Directory
• Experience with Windows 10
• 5 years of hands-on IT support experience

Personal Attributes

• Detail-oriented individual who strives for accuracy in their work.
• Exceptional writing skills, including documenting configuration and support information.
• Highly motivated team player with excellent communication skills, including ability to clearly articulate technical issues and activities to technical and non-technical staff.
• Strong analytical, research and organizational skills, issue identification/prioritization/resolution