The Service Desk provides computer support for hardware and software issues, connectivity problems, wireless/mobile issues, printing and functionality questions. Most support is provided remotely via our Bomgar Remote Assistance and over the phone. Exemplary customer service skills are a requirement for this role, as providing excellent service to our users is an essential duty.

Computer Skills:

• Windows 10/11 Operating System troubleshooting and configuration.
• Microsoft O365 installation, configuration and troubleshooting.
• Desktop/Notebook hardware installation, configuration and troubleshooting.
• Computer peripheral and hardware installation, configuration and troubleshooting.

Essential Duties and Responsibilities:

• Supports end users via phone and remote support tools.
• Supports Microsoft O365 application issues.
• Supports Microsoft Windows 10/11 on HP Desktops / Laptops
• Documents all work done through ServiceNow Ticketing platform
• Supports wireless connectivity for laptops and mobile devices.
• Remote support using Bomgar Remote Desktop
• Support remote connectivity via Cisco VPN client software.
• Effectively manages time to make sure calls are responded to in timely manner.
• Escalates calls to appropriate next tier support groups when necessary.
• Attention to detail in all aspects of handling customer calls.
• Participates in rotational after-hours support.
• Image computers and prepares them for the end user deployment as needed.
• Provides exceptional customer service to all users, ensuring their needs are met in a timely and efficient manner.

Requirements:

• Strong customer service skills, with a proven track record of meeting or exceeding customer expectations.
• 2 years of experience in IT support.
• At least 2 years of experience in a customer service role.
• Knowledge of ServiceNow a plus
• Knowledge of Bomgar Remote Support a plus
• CompTIA certifications or Microsoft Certifications a plus.
• Excellent verbal and written communication skills.
• Proven troubleshooting skills for both computer hardware and software.
• Ability to work in a self-sufficient and independent manner.
• Ability to handle multiple assignments including daily tasks and projects.