Responsible for Level 1 support providing basic to intermediate support.
Exceeds end-user expectations by meeting established SLAs and customer demands.
Drives high customer satisfaction and ensures services align with BILH's needs.
Exhibits commitment and accountability to coordinate customer support issues and ensure timely response and positive outcomes.
Accurately identify when issues should be escalated to Subject Matter Experts and/or management.
Diagnose and resolve moderately difficult desktops and peripherals related to interoperability, OS security issues, system access, passwords, and authentication.
Ensure accurate and timely updates to the ITSM ticketing system.
Provides on-call/after-hours support.

Requirements

High School diploma or GED required
A+ Certification preferred
1-3 years related work experience required in 2 plus years of Service Desk/Field/IT Support experience supporting a large enterprise of end users in a complex MS Windows / MS Office environment.
Moderate Knowledge of various Operating systems (OS) including but not limited to Windows 10 and MAC OS is required
Knowledge of various mobile devices including but not limited to: iOS and Android platforms is required.
Knowledge of Network fundamentals is required.
Solid experience of Citrix Systems application is required.
Solid experience with Microsoft infrastructure (Windows, Active Directory, Exchange, etc.) is required.
Solid experience of Microsoft O365 applications is required.
May produce complex documents, perform analysis, and maintain databases.
Ability to learn quickly and retain knowledge of a wide variety of systems.
Knowledge and experience with ITSM systems such as Service Now or Remedy.
Advanced technical computer skills as required for technical support specific to functional area and related systems.

Benefits

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Applicant Tracking System Keywords

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Hard Skills & Tools

A+ CertificationMicrosoft WindowsMicrosoft OfficeOperating SystemsCitrix SystemsMicrosoft infrastructureMicrosoft O365ITSM systemsNetwork fundamentalsTechnical support

Soft Skills

Customer satisfactionAccountabilityCoordinationProblem-solvingCommunicationTimelinessAdaptabilityAttention to detailEscalation managementLearning ability

Certifications

High School diplomaGEDA+ Certification