Job Description :
The Hiring Manager wants someone hungry in their IT career. This role is a jump off point to other opportunities in Information Technology- Development, Administration, Management, Security, etc. The Manager only looks for candidates that are goal and career driven. The position is on a contract to hire basis, but the Manager will not consider someone not willing to convert to a full time employee.

Important Skills:
Reasoning Skills
End User and Software Support
Connectivity Issues (TCP/IP)
Windows Servers
DNS
Citrix ZenDesk
Active Directory (groups, administration, exchange servers)

Under the guidance and direction of the IT Service Desk Manager, this position will be responsible for providing BOTH level 1 phone support and level 2 desktop support solving technical problems that arise within our user community. This position requires experience with Printers, Active Directory, Microsoft Office 2007/2010, Windows 7 / 10, TCP/IP, VPN, and other desktop support utilities.

Expectations include, but not limited to, meeting first call resolution, abandoned rate, average talk time and other key performance metric (KPI) goals and objectives. This position requires a unique blend of skills and aptitude capable of maintaining a positive and professional attitude in what can be a (sometimes) stressful environment. IT Service Desk Tech III’s will address the full spectrum of support issues presented to them with little frequency of escalation.

Responsibilities:
Logs all incoming customer calls, and measures taken to troubleshoot and resolve, into the IT incident management system with clear, concise language.
Analysis and resolves incidents and service requests from end-users in addition to all escalated issues in accordance with IT service level agreements.
Troubleshoots the root cause of problems, not merely the symptoms, taking necessary actions to prevent problems from recurring.
Assists users with, but not limited to, application issues, hardware problems, requests for hardware/software, mobile device/connectivity issues, passwords, LAN/WAN, new user accounts, access requests.
Communicates directly with all levels of corporate and field based end-users, internal IT escalation partners and external 3rd party support vendors.
Participates in technical discussions with other IT support teams.
As required, conducts personal appointments with users to resolve their support issues.
Informs the user community of global problems or scheduled downtime using standard communication procedures and templates.
Advises both field and internal IT technical services of current trends and issues that may impact their services to end-users.
Works collaboratively with other support staff to foster a TEAM environment.
Promotes teamwork by mentoring other technicians, providing training, sharing information and providing constructive feedback.
Contributes to the creation of new knowledge-base (KB) articles or the modification of existing articles to ensure IT resource tools are up to date.
Participates in after-hours departmental staff meetings.
Escalates incidents to the Incident Manager to ensure proper documentation is being tracked
Monitors the overall operational activity of the Service Desk team to ensure adequate resources are available to support the needs of the business.
Collaborates with the Service Desk Manager for administering staff performance reviews.

Requirements
Excellent communicator, both written and verbal.
Exceptional ‘soft skills’ that convey a sense of trust, competency, control and ownership with all customers.
Proficient use of MS Office products.
Custom report writing from SQL or similar database platforms.
Active Directory administration.
PC hardware and peripherals troubleshooting.
Team scheduling using the Erlang or equivalent staffing model
Education required for this position, including degrees, licensures or certificates:
Associate’s degree in a related field.
MCSE or other technical certification is preferred but may be substituted by equivalent experience.
ITIL Foundation v3 or greater.
CompTIA A+ or Network+ certification.
Minimum 3 years of relevant IT Service Desk and desktop support work experience.
Experience tracking the lifecycle of service requests using an incident management system.
Experience and competency with facilitating end-user support over the telephone in a mid to large sized corporate environment.
Experience supporting remote users with remote desktop utilities.
Proven experience in problem analysis, training and documentation.
Knowledge and experience with the construction materials industry is an asset.

Past Interview Questions:
If you have a room across the hall with 4 light switches and 1 of the light switches controls the light in this room. If you can only make 1 trip to make this rooms lights turn on, what is your process to determine which light switch works for the correct room?
Bridge vs. Port
Connectivity Issues (TCP/IP)
"If a server goes down, what are steps to getting it back up?"
DNS Server issues - how do you fix them?
Have you worked with Citrix ZenDesk? What''s your experience?
Active Directory (groups, administration, exchange servers)
             

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