Job Requisition: REQ3097 Employment Type: Full-Time Shift: Days Hours Per Week: 40 hours Hiring range: $24.52-$31.88 The actual compensation for this position will be determined based on experience and other factors permitted by law. Responsibilities: Customer Support: + Update and configure user accounts and permissions in Microsoft Active Directory, Azure AD, and various other systems and platforms. + Facilitate the smooth boarding process for new associates, ensuring timely provisioning of IT resources and access. + Cover Service Desk Phone queues, answer calls and create tickets on the IT Service Desk + Act as a primary point of contact for end-users seeking technical assistance via phone, email, or chat + Provide exceptional customer service by listening to users' issues, troubleshooting and resolving their problems efficiently + Maintain a professional and courteous demeanor when interacting with users + Incident Management: + Log all incidents, service requests, and inquiries in our ServiceNow ticketing system + Prioritize and categorize incidents based on urgency and impact on business operations + Monitor and manage the ticket queue to ensure timely resolution, escalating issue as required Technical Troubleshooting: + Work with current infrastructure to maintain and support IT operations, including the installation, upgrade, and maintenance of software applications, operating systems, firmware, and physical appliances + Diagnose and resolve hardware and software problems for end-users, including issues with Windows-based computers, printers, software applications, mobile devices, cloud applications, and network connectivity such as VPN and Wi-Fi + Collaborate with our third-party IT support vendors to escalate and resolve complex issues + Provide step-by-step instructions and guidance to end-users for self-service problem resolution when appropriate + Determine when it's best to cease troubleshooting and escalate or dispatch to second level support to assist Documentation: + Maintain accurate records of all support activities, including incident details, troubleshooting steps, and resolution procedures in the call ticketing system + Update knowledge base articles for common issues to facilitate self-service for end-users Communication: + Communicate effectively with end-users and colleagues, both verbally and in writing, to ensure clear and concise exchange of technical information + Keep end-users informed of incident progress and resolution timelines Hardware and Software Support: + Troubleshoot hardware and software-related issues, including operating systems, office applications, and specialized software used within the organization User Training: + Provide basic training and guidance to end-users on using IT resources effectively and securely + Promote IT security best practices and educate users on the importance of safeguarding sensitive data and credentials Continuous Improvement: + Identify recurring issues and escalate to IT management to prevent future incident Education, Training & Experience: + Associate degree, in an Information Technology related field or a minimum of two (2) years’ experience required. Required Skills and Attributes: + Ability to organize and establish day-to-day priorities while using critical thinking skills in all aspects of the job. + Must be able to multitask while remaining professional, focused, composed and positive. + Excellent customer service skills + Displays integrity, friendliness, and compassion. + Must be able to establish an appropriate and effective rapport with others. + Demonstrates flexibility + Takes initiative + Able to work in a fast-paced environment + Embraces new opportunities to grow both personally and professionally. + Effective critical thinking and problem-solving skills. + Proficient with Microsoft Office product + Strong organizational skills. + Effective interpersonal skills. + Ability to take and follow direction in a positive and appropriate manner. + Ability to work as part of a team and independently. Must be able to demonstrate effective and appropriate written and oral communication skills. Must be able to speak, read, write and follow instructions in English.