Job Description :
Staff Service desk during office hours (9:00 – 6:00 Hours may change to accommodate special company events
Use Service-Now to accept, work, and resolve incidents
Open incidents and requests in Service-Now
Communicate with internal IT employees and end users in an effective and professional manner
Be prepared to offer one on one training using already created training materials
Install electronic equipment including but not limited to carrying equipment, installing equipment, and removing old equipment as well as trash
Image laptops and desktops as needed
Personal interaction with new hire on Day 1 – walking them through the Getting Started Guide and introducing them to IT Tools and how to interact with IT.
Ensure replacement laptops are fully set up, including transferring of data and training on new OS if applicable
Assist with Video Conferencing setup, and troubleshooting
Desk setups, end user desk moves, and removal of electronic equipment
Strong organizational skills
Track, maintain, and organize electronic equipment stock. This includes, but is not limited to laptops, monitors, cables, head sets, adapters, and printers.
Exemplary customer service skills are mandatory, along with the ability to empathize with customers and their needs
Must be able to move at a quick pace
Must be able to prioritize several concurrent issues to address the most urgent first
Must be able to diplomatically ask customers to contact an internal service desk
Assist in managing a Service Desk incident queue
Provide white glove support to VIP’s
Promote IT initiatives to local office
Assist IT teams with projects and rollouts
Essential Skills & Experience:
Requires a High School Diploma or three years’ experience in Administration or related field and/or training.
Advanced level skills with desktop, laptop and mobile device hardware, and video conferencing technologies
Excellent customer service skills
Ability to carry out specific oral and written instructions
Meticulous attention to detail and accuracy
Execute responsibilities with a sense of urgency and follow-through
Positive, proactive work ethic and approach
Proven ability to communicate effectively (oral and written) with customers, peers, management, contractors and vendors
Demonstrated abilities to prioritize and manage multiple assignments in a fast-paced environment to meet deadlines with efficiency and accuracy
Show tact, discretion, confidentiality and good judgment in handling sensitive and confidential matters and documentation