Position Overview: As a Service Desk Administrator, you will provide Tier 1 support to our customers via phone, email, and computer chat. You will ask appropriate questions and use knowledge and resources to diagnose and resolve their issues. You will escalate issues that extend beyond the Tier I span of control. The successful candidate for this role will have strong analytical and troubleshooting skills, experience with multiple technology platforms, solid communication skills, work well within a team and across teams, and a desire to continue learning and strive for continual improvement. Responsibilities: Provide level I and level II support for multiple business units while effectively working independently to resolve level I escalations Promptly monitor, respond, and process service requests entered through the ticketing system while prioritizing issues by a first-in, first-out workflow Respond to customer issues via phone, email, and computer chat Provide customer assistance Document customer interactions Run diagnostics to resolve customer-reported issues Escalate issues to the appropriate tier 2 or tier 3 group Follow up with customers to ensure issues are resolved Install, make changes, and repair computer hardware and software Maintain inventory of all equipment including company phones, monitors, PCs, and software while organizing and maintaining a functional supply room Adhere to all standards, policies, and procedures in relation to Information Technology Ensure adherence to all Occupational Health & Safety Act rules and regulations, the IHSAs EUS rulebook, and company safe work practices, environmental policies, and Health & Safety Management System Perform other duties related to the above job purpose Some travel may be required Qualifications Bachelors degree from a recognized university, with a major in MIS, Computer Technology, or Computer Engineering preferred. Working knowledge of MFA, Office 365, Exchange, WEBEX, and TeamViewer Proficiency with MAC and Windows-based systems Excellent problem-solving, organizational, analytical, and time-management skills High degree of judgment, discretion, and attention to detail Critical thinking and excellent research and analytical skills Responsible for quality and quantity of work, care, and condition of tools, materials, and equipment. Must be fully aware of job hazards and use appropriate safety equipment and procedures to protect self and other Characteristics of Success The individual we're seeking must have a passion for delighting internal customers Independent analytical person Self-motivated, self-starter, self-learner Team oriented, not a silo or lone ranger Desire to work in a fast-paced, evolving, growing, dynamic environment Love of technical challenges and the sense of pride it brings to solve them Education and Experience: Bachelors degree with study in MIS or an Information Technology related field CompTIA A+, Network+ is preferred Minimum 5-8 years of IT service desk experience, preferably through level II
