Job Description :
Position Functions or Responsibilities
The individual will be responsible for the following:


Approximately 75% - 80% of job will be dedicated to handling user issues remotely at the service desk. This includes handling incoming calls and tickets within a contact center / Service Desk environment. Approximately 20% - 25% of time will be used to provide hands-on technical support.

Receiving, logging and managing calls from internal staff via telephone and online ticketing system
Tier 2 support - troubleshooting of IT related problems from in-house software to hardware, such as Blackberrys, Laptops, PCs and Printers and iPads
Troubleshoot basic network issues such as down sites/phone outages
Escalate unresolved calls to the 3rd line support
Log all calls in the Service Desk Call Logging system
To maintain a high degree of customer service for all support queries and adhere to all service management principles
Utilize in house knowledge-base in order to assist with triage
Identify major incidents and notify 2nd line support in a timely fashion.
Ability to check user accounts for required matching security
The candidate will need to have a vehicle and travel about 20% to 25% of the time within the local district, and to other district locations, three in total. Possibly 3 - 5% of the time to assist for projects support, etc.

Job Level Specific Duties
Escalation point for difficult or high impacting IT incidents for particular hardware, software or platform.
Assists and provides guidance to less experienced team members.
Simulates or recreates user problems to resolve operating difficulties.
Interacts with network services, software systems engineering and / or applications development to restore service and / or identify and correct core problems
Recommends systems modifications to reduce user problems



Basic Qualifications:

Minimum of 3 years work experience with Help Desk Support
Minimum of 3 years work experience with Help Desk Ticketing Systems
Preferred skills:
ServiceNow ticketing system is a plus, but open to others such as Remedy
Basic networking skills; switches and routers
Installation of various software
UPC