Job Overview
We are seeking an exceptional Desktop Support Specialist to join our team. As a key member of our support group, you will provide comprehensive technical assistance to our personnel, customers, and service providers.
Main Responsibilities:
* Provide timely and effective technical support services via various communication channels.
* Perform tasks related to IMAC, including data migration, hardware troubleshooting, and software upgrades.
* Resolving customer incidents in both software and hardware environments.
* Maintain accurate records of ticket progress within our incident management system.
* Self-monitoring tickets to ensure proper escalation and resolution consistent with SLA's.
* Adhere to established Asset Management procedures.
* Offer setup and support services for conference rooms and internal VoIP telephones.
* Collaborate with IT Infrastructure support groups to escalate incidents and track issues.
* Document customer interactions within tickets for future reference.
* Foster effective communication with the Deskside Management Team regarding asset management, break/fix, or Service Desk processes.
* Share current technical knowledge and best practices concerning proprietary applications.
* Perform additional responsibilities in accordance with organizational policies, procedures, and laws.
Qualifications and Skills:
* Excellent problem-solving skills and ability to exercise sound judgment.
* Superior communication and customer service skills.
* Dedication to providing exceptional customer service.
* Exceptional teamwork skills.
* Advanced desktop support technical skills.
* Experience in supporting Microsoft Office 365, Windows Operating Systems, VPN client software (Citrix), and Desktop tools (Bomgar).