Fields, addresses, and prioritizes incoming help requests via phone, tickets and remote support.
Monitors system updates to remain aware of common problems users are experiencing.
Actively listens to and builds rapport with end users to elicit problem details.
Performs software installations for customers.
Documents, reviews and ensures that all quality and change control standards are met.
Applies diagnostic utilities to aid in troubleshooting.
Tests fixes prior to closing tickets to ensure problems have been adequately resolved.
Interacts and builds relationships with site leadership where applicable.
Documents all pertinent end user identification information including nature of problem.
Records, tracks, and documents the problem-solving process for each ticket.
Participates in formal and informal training sessions to gain new skills and knowledge.
Collaborates with other team members to share and exchange information.

Requirements

Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
0-1 years of relevant work experience.
Experience with CRM or standard ticketing systems and remote monitoring and management software.
Experience with Microsoft Office standard applications.
Experience with troubleshooting and diagnosing basic-level networking issues and problems with modern operating systems.
Experience with virtualized and cloud-based environments.
Familiarity with administering antivirus software.
Familiarity with administering mobile devices and mobile device management systems.
Understanding of Data management (backup) software and Windows Server.
Understanding of DNS, DHCP, Internet infrastructure, and IP informational tools.
Understanding of how to set file permissions, email protocols (SMTP, POP), Active Directory, and Citrix Servers.

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

troubleshootingdiagnosingnetworkingsoftware installationdata managementWindows ServerDNSDHCPActive DirectoryCitrix Servers

Soft Skills

active listeningrapport buildingcollaborationdocumentationproblem-solving