About this role
Role Overview
- Clearly communicate technical solutions in a user-friendly, professional manner.
- Provide one-on-one end-user training as needed.
- Quickly respond to all requests and resolve on First Call as often as possible. (FCR goal > 80% )
- Properly assign and route tickets to other areas of IT, providing detailed documentation when escalating or routing tickets.
- Escalate more complex technical issues as needed while still maintaining full contact with user.
- Troubleshoot, resolve, and document network printer problems.
- Troubleshoot, resolve, and document end user hardware and software issues.
- Conduct hardware and software inventory database maintenance and upkeep.
- Assist with maintaining the service catalog.
- Assist with building and maintaining the Knowledge Base.
- Assist with desktop installations as needed.
- Assist with onboarding / offboarding tasks.
Requirements
- Associates degree or equivalent experience
- CompTIA, A+, HDI, ITIL Training preferred
- 1 – 2 Years IT Technical support experience
Benefits
- Health and Dental
- Life, Accident and Disability Insurance
- Prescription Plan
- Flexible Spending Account
- 401k Plan and Match
- Paid Holidays and Vacation
- Sick Days and Personal Day