Help Desk Support - Senior, IS Enterprise Services, Days

Responsibilities

• Provide support to end-users for PC, server applications, and hardware.
• Interact with other departments within Information Services to restore service and/or identify and correct core problems.
• Support production systems including enhancements and change control.
• Provide Level I, II, and III telephone support for the organization.
• Work with end users on a continuous basis assisting on both project and issue-related tasks.
• Demonstrate proficiency in current MS Office and Windows platforms.
• Experience in a helpdesk environment as well as a client-server environment.
• Exhibit excellent customer service skills for both internal and external customers.
• Achieve issue resolution through strong analytical skills.
• Apply Active Directory concepts and techniques.
• Perform under time constraints and deadlines in a constantly changing/fast-paced environment.

Qualifications

• Three years in a call center environment.
• Support Center Analyst (HDI) certification upon hire or obtained within 12 months of hire (credential maintained as defined by leadership).
• Information Technology Infrastructure Library (ITIL) certification upon hire or obtained within 12 months of hire (credential maintained as defined by leadership).

Desired qualifications: High School Diploma or GED, Microsoft Certified Professional (MCP), or Microsoft Certified Solutions Expert (MCSE).