Plan IT
Responsibilities:
- Provide quality service and takes ownership in resolving incidents/service requests; tracking end-user systems and device inventory resulting in a timely and efficient resolution to incidents/service requests evidenced by meeting or exceeding clients’ needs
- Proactively seeks information and utilizes creative problem-solving skills along with standard operating procedures
- Demonstrates relationship building, effective communication skills, and quality service in the process of supporting, advising and educating clients on the use of end-user computing hardware
- Demonstrates relationship building, effective communication skills with team members and third parties in the process of resolving incidents/service requests, knowledge transfer resulting in efficient and effective incident management
- Contributes to hardware, software, services enhancements by identifying when established procedures are not working and there are gaps in processes and makes recommendations for improvements. Develops and edits customer and technical support knowledgebase documentation.
- Demonstrates quality service by actively contributing to customer satisfaction through advocating for clients needs, escalating incidents and requests
Qualifications & Requirements:
- Demonstrate the ability to see issues from the customer’s perspective, assesses the urgency of requests and respond accordingly
- Ability to communicate clearly and effectively both verbally and in writing, to differing audiences
- May require to travel to various locations outside of the corporate office
- ITIL Methodology
- A high degree of familiarity with some or all of the following technologies: Windows 7/8, OSX, iOS, Microsoft Office, Internet Browsers, Local Account Management, Installs and removals, Registry, Command line, Service management systems, System Management Tools, VPN, RSA, and Citrix Receiver
- A high degree of familiarity with some or all of the following hardware: Desktop / Laptop, iPad, iPhone, Android Phones, Printers, Video Conferencing equipment, Cisco IP phones
- Knowledge of wide-area networks, TCP/IP and Server OS is desired.
Experience:
- Experience in a related role requiring, timeliness, customer service, organization, prioritization, troubleshooting, and working independently to successfully install, configure, maintain, and support Windows and/or Mac desktop operating systems and software.
- Bachelor’s degree in computer science, business computing or a related field, or equivalent combination of education, certification, and experience.
- Minimum 2-5 years of related experience
If you qualify for this opportunity, please apply!
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PlanIT is an equal opportunity employer. Accommodations are available on request for candidates taking part in all aspects of the selection process.
Thank you in advance for your interest, however, only those selected for consideration will be contacted