Job Description :
Job Summary:
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.
Requirements:
Specialized knowledge required for this position:
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
Experience and/or 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.