Oversight and technical analysis of incoming end user service requests – Can be managed remotely
Provide on-site support to Med Express Administrative offices during regular business hours:
Remote client side support
Advanced Helpdesk troubleshooting tasks including, but not limited to
User account management,
File server/share management
Exchange mailbox administration
Network-based printers and multi-function devices
Fully documents problem symptoms and captures all relevant system and application information within the IT Knowledge base system.
Clear the backlog of the tickets in system.
Independently resolves most problems/questions that arise, and consults with senior team members or other technical staff only on unusual or especially difficult issues
Recognizes problem issues that affect multiple end users and work with other IT teams to prioritize and solve quickly.
Log all calls in the Service Desk ticketing systems
Escalate all out of scope issues in adherence of SLA timelines
Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner. Persistent review of the aging ticket queue to ensure SLA goals are achieved.
Working knowledge of current network topology, TCP/IP network troubleshooting in a WAN/LAN environment, office applications
Able to resolve technical problems over the phone with emphasis on troubleshooting ability
Able to identify and communicate trends and work with senior department team members to define corrective action
Competent use of AD to create and manage users, groups, and resources effectively
Continually seeks to improve technical skills as they relate to all areas of the support organization through attending classes, providing on-site support to facilities as requested, and keeping up to date on Company and industry standards
Working knowledge of MS-Word, MS-PowerPoint and MS-Excel
Excellent English communication skills in written and spoken form
Solid interpersonal skills, passion around facilitation and end user service experience
Bachelor's Degree or equivalent experience
4+ years of IT experience
3+ years of experience as L1/L2 technical support for desktop/laptop and servers
Experience with any ticketing tool (preferably Cherwell)
Understanding of basic ITIL process fundamentals
Understand basic fundamentals of hardware and software troubleshooting