Employer: Avaunt technologies
Job Description:
I.T. Service Desk Specialist Job Description (Tier 1)
An IT Service Desk Associate (Tier I) is the first point of contact for our customers. The position is one where it engages with customers regularly. The role takes care of our clients by answering, analyzing, and prioritizing client communications that may describe issues they are experiencing with their hardware, software, networking, and any other computer-related technologies, including phone systems.
It is imperative that the job is performed as it is laid out as our systems and processes depend on it.
Responsibilities
● Handles all incoming support calls, emails, and verbal communications as the first line of support for all reported issues
● Provide prompt and accurate responses to customers
● Research and identify solutions to software and hardware issues
● Diagnose and troubleshoot technical issues, including account setup and network configuration
● Ask customers targeted questions to quickly understand the root of the problem
● Investigate user problems; troubleshoot, identify, test, and implement solutions.
● Provide customer assistance using remote access tools.
● Track computer system issues through to resolution, within agreed time limits
● Document technical knowledge in the form of notes and KBs within the ticketing system and/or documentation system
● Troubleshoot servers, workstations, firewalls, and network outages
● Maintains confidentiality regarding the information being processed, stored, or accessed by the end-user on the network.
● Detailed documentation in tickets & document common and recurring problems that can be referenced by other technicians and for training purposes.
● Properly escalate high priority and/or unresolved issues to Level 2 support.
● Walk end-users through the problem-solving process.
● Interact with 3rd party support providers to diagnose and resolve problems.
● Follow up with end-users to ensure the issue has been resolved, provide feedback and see problems through to resolution.
● Manage/Create/Disable accounts in Active Directory and Office 365.
● Perform software updates and upgrades for customers
● Knowledge of Windows networking such as DHCP, DNS, subnets, gateways, etc.
● Ability to troubleshoot Windows desktop and office productivity applications such as Microsoft Windows 10, Windows 7, Microsoft Office 365 suite, enterprise client applications, printers, and mobile devices.
● Experience installing and supporting client devices’ operating systems and standard applications.
● As needed travel to client site locations for troubleshooting and repair.
● After-hours projects and work as needed
● Be a part of an on-call rotation.
● Any other duties as assigned
An average day at work, where you put the customers first, looks like this:
● Answering incoming IT support calls via phone, email, text, and IT Service Desk ticketing system.
● Providing timely support to end users of PCs, Macs, iPhone® and Android® devices, and multiple business applications.
● Identifying, examining, and remediating alerts as part of our service team.
● Assigning tasks and work requests; performing follow-ups as required to ensure resolution and customer satisfaction (and you get to ask the customer if they are happy with what you have done).
● Establishing and maintaining an excellent working relationship with end users.
● Exploring and solving desktop and other systems-related issues.
● Presenting information clearly and logically with the ability to explain technical issues in plain, non-technical language to customers for efficient resolution of issues.
● Recognizing high-priority issues and responding accordingly.
● Assisting fellow team members in team collaboration to solve issues.
● Ongoing Education & Training with new technologies
● Primarily 8 AM to 5 PM M-F with occasional after-hours and weekend work.
● Performing other duties as needed.
Other skills and abilities:
● Ability to multi-task – have a sense of urgency and maintain a positive customer-facing attitude.
● Communicate well: verbal, written, and presentation. Acceptable telephone etiquette.
● Understanding and familiarity with Microsoft desktop operating systems and productivity applications.
● The ability to work within a small, highly flexible team.
● The ability to adapt to rapidly changing requirements and techniques.
● Knowledge of Windows Server, MS Office, Active Directory, SharePoint, VoIP Phones, SQL.
● Proficient in Windows Operating Systems (Windows 10), Office 365 suite (including Word, Excel, Outlook, & Teams), Mobile Devices, and other enterprise software.
● Ability to be a team player and work well with others.
● Neat and well groomed, as you will eventually be meeting with customers on their premises.
● Must have a valid driver's license, up-to-date insurance, and no major traffic violations (The use of your own car is occasionally required. Mileage will be reimbursed.)
ATTENDANCE: Must maintain regular and acceptable attendance at such a level as is determined in the employer’s sole discretion.
VEHICLE/LICENSE: Must have daily use of a vehicle without prior notice. Must have a valid driver’s license and clean record, and must be willing to travel to various locations and with such frequency as the business need dictates.
Contact Person: neil mathura
Phone: 2537773030
Email: [email protected]
Location:
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Application Method: Apply Online
Base Pay:
