The Sr. IT Helpdesk person will work with the IT Help Desk team, lead, and manager to work different types of IT helpdesk support requests.
-
Field incoming help requests from end users via ticketing system and assist in a respectful manner.
-
Document all pertinent information including all decisions made, actions taken, and confirmation of a successful result.
-
Maintain excellent customer service over the phone, helpdesk, chat systems, or email.
-
Ticket escalation resource tier 3/4 for all type of IT support requests
-
Diagnostic and repair of supported hardware and software.
-
Identify and learn appropriate software and hardware used and supported by the organization.
-
Perform post resolution follow-ups to help requests.
-
Develop and maintain help sheets and knowledge base articles for end users.
-
Assist with creation and maintenance of local site IT systems documentation.
-
Assist with growth and training of new associates to ensure overall team success.
-
Perform related duties consistent with the scope and intent of the position.
Requirements:
- Bachelor’ degree or 4 or more years of relevant experience
-
Strong track record of achievement in distributed multi location environments
-
Project and task prioritization and overall excellent time management skills
-
Superb verbal and written communication skills to work with both internal and external customers.
-
Exceptional problem solving and analytical skills.
-
Ability and desire to stay motivated while working in a fast-paced environment.
-
Ability to work cross-functionally to resolve technical, procedural, and operational issues.
-
Courteous, polite, and professional demeanor.
-
Self-starter and Self-managed
-
Strong documentation skills.
-
Ability to manage small IT projects.
-
Flexibility to travel
Req Benefits: Benefits: 401(k) with Match, Medical/Dental/Life/STD/LTD, Vision Service Plan, Employee Vision Discount, Program HSA/FSA, PTO, Paid Holidays *Benefits applicable to Full Time Employment only*