IT Help Desk Support Tier I

Responsibilities

• Serve as Front Line Call Support to internal customers for our Help Desk Support – Tier I team.
• Provide excellent customer service to end users while troubleshooting client issues via phone, remote tools, and e-mail on Windows networked Enterprise desktop environment.
• Manage user account data in Active Directory, Exchange, and several lines of business applications.
• Escalate, coordinate, and collaborate support issues with multiple teams as necessary.
• Provide follow-up status to clients according to support policies and procedures.
• Identify trends in the support calls and develop documentation to address these most-often reported problems and issues.
• Notify management of increasing trends, unusual activity, or repeated activity.
• Successfully handle calls from difficult clients.
• Log all help desk calls or email requests into the Incident Management System and updates incident profiles.
• Keep peers and End User/Alt End User informed of trends, significant problems, unexpected delays, and anything new in the environment.
• Work closely with team and management to ensure that quality of support service and service level requirements are met for exceptional end-user community support.
• May be required to cross train and perform other duties.

Qualifications

• At least 1 year of basic computer experience or equivalent combination of experience and education.
• Oracle Software Experience is a plus.
• PC Peripheral knowledge and diagnostic experience.
• Laser printer troubleshooting.
• Working knowledge of Microsoft Office Suite.
• Comfortable navigating computer systems and software to assist customers or manage tasks.
• Excellent verbal and written interpersonal and communication skills.
• Excellent customer service skills.
• Demonstrate confident and clear communication skills to express thoughts, opinions, and ideas in a respectful manner.
• Effectively articulate expectations, requirements, and boundaries while actively listening to other’s perspectives.
• Contribute to the decision-making process by actively participating in discussions, providing insightful input, and challenging ideas constructively.
• Demonstrate the ability to influence outcomes without being overly aggressive or passive.