Systems Support Technician I-Onsite (Hybrid- Carmel, IN)

Responsibilities

• Work incoming requests from end users via telephone, e-mail and the ticketing system in a courteous manner.
• Log all Service Desk interactions in our ticketing system.
• Daily review of open or escalated tickets; review/update/follow-up/close open or escalate tickets.
• Work cooperatively with fellow IT members to create and maintain a knowledge base for systems use and develop tools that enable collaboration and information sharing in a virtual environment.
• When required, escalate complex issues to our internal Level 2 team.
• Develop and maintain strong working relationships with various teams within the organization, assisting with projects as needed.
• This position is required to and must be willing to work on-call rotations when needed.
• May need to assemble New Hire equipment kits based on time zone and demand.
• Proficient in imaging and configuring devices for New Hires, Break/Fix replacements, and upgrades.
• Work closely with our local Facilities team and/or other IT team members during implementations of new equipment or software or upgrades.
• Attends team, departmental, and staff meetings to discuss issues and foster teamwork.
• Help update support documentation as our environment changes.

Qualifications

• A high school diploma is required.
• CompTIA A+ or Microsoft’s 365 Fundamentals (MS-900) certification is preferred but not required.
• Minimum 1 year experience in a technical support role in a Windows environment.
• Knowledge of interconnectivity of O365 Services (e.g., Teams, SharePoint, OneDrive, Outlook).
• Highly developed and process-oriented problem-solving skills.
• Proven abilities to troubleshoot and diagnose hardware, software and basic technical issues.
• Exceptional interpersonal and communication skills, with a focus on rapport building, listening, and questioning skills.
• Strong telephone and in-person customer service skills.
• Maintain flexibility with respect to work schedule and responsibilities.
• Goal-oriented, organized team player.
• Experience working in a team-oriented, collaborative environment.