Primary Responsibilities:

• Support position with remote and direct interaction

• Respond to customer inquiries in a courteous and professional manner

• Create, document, and escalate issues and problems using the company's ticketing system. 

• Monitor assigned tickets and tasks and provide service or escalation as necessary

• Provide support for escalated service desk tickets following established protocols

• Provide desktop, server and network support (including administering and maintaining end-user accounts, password resets/unlocks, and email setup and support)

• Deliver technical customer support over the phone and in person, understands support processes

• Perform remote and onsite scheduled maintenance

• Accurately enter and maintain case information including notes and resolution

• Adhere to departmental policies for reporting and managing requests and change control

• Other duties as required
• Work effectively with cross-functional teams to include Sales, Product, Engineering, Operations, etc.
• Serve as a customer advocate to ensure that issues resolve quickly and efficiently.

Technical Skills

• Must have strong phone and interpersonal skills

• Strong understanding of available tools to assist in daily tasks

• Remote Access Tools and software experience like Bomgar, goto assist, and Zoom

• Basic understanding of DNS, Firewalls, DHCP

• In-depth knowledge of workstation/server hardware and software troubleshooting abilities

• Working knowledge of computer equipment; general understanding of storage solutions

• Extremely knowledgeable in troubleshooting and resolving workstation-based software issues with:

• Microsoft Windows 10

• Microsoft Office 365* Domain and workgroup environments

• Knowledge and understanding of AD, DNS, the Internet, and mail flow
• Have experience with Firewalls and having experience with Fortinet is a Plus

Soft Skills:

• Strong written and excellent verbal communication skills

• Pleasant and professional demeanor in all client and internal communications

• Ability to multitask and work in a remote position

• Intellectually resourceful with sound judgment and effective decision-making abilities

• Independent worker and able to work effectively on daily tasks without direct supervision

• Strong organization skills and ability to operate efficiently throughout daily tasks

• In general, owns issues through resolution although understands when to escalate a problem to another team member and whom to escalate to; accepts escalated issues; and mentors when appropriate

• Interacts and communicates with clients at all levels, from executive to IT to end-user

• Operates as a clients advocate

• Energy, enthusiasm and results-oriented

Education and Experience:

• Associates Degree in Computer Science a plus

• 2+ years of relevant experience in supporting computers or providing corporate helpdesk support

Additional Requirements:

• Valid driver’s license and reliable personal vehicle

• Job Type: Full-time

Experience: Minimum 2 + years with a company