Job Responsibilities

Provide clear instructions, technical guidance and effective white-glove service to non-technical users to facilitate problem resolution for Windows, Citrix, and mobile devices.
Ability to clearly and concisely document information while handling support incidents, including the logging, follow up, updating and closing of incidents, tasks or chats assigned through Service Now.
Responsible for the timely and thorough completion of customer help requests by taking ownership and seeing each task through to the customers satisfaction.
Configure and deploy thin clients, laptops, and desktops.
Coordinate managed service providers for the successful delivery of technology services in support of our operating business needs.
Provide dedicated, high-priority technical support and meeting support for senior executives and VIPs.

Qualifications

Education Level: Associate Degree

Major: Computer Science, Information Technology

Degree must be from an accredited college or university.

Job-Related Experience

Knowledge of Windows OS endpoint management.
Experience with virtualization technology and thin client management.
Working knowledge of Microsoft O365
Familiarity with VPN solutions and remote access technologies.
Strong troubleshooting and problem-solving skills.
IGEL UMS (Universal Management Suite Console) system or related console experience.
Excellent documentation and communication abilities.
Ability to work in a fast-paced environment and manage multiple priorities.

Job-Related Skills/Competencies

Core Competencies of Service Mentality, Attention to Detail, Sense of Urgency, Initiative and Flexibility
Ability to make decisions or solve problems by using logic to identify key facts, explore alternatives, and propose quality solutions
Outstanding customer service skills as well as the ability to deal with people in a manner which shows tact and professionalism
The ability to properly handle sensitive and confidential information (including HIPAA and PHI) in accordance with federal and state laws and company policies
Ability to Influence: Works with leaders and team members to drive change and influence decision making by using objective metrics, comprehensive viewpoints, and strong partnerships.
Analytical Skills: Works with leaders and team members to drive change and influence decision making by using objective metrics, comprehensive viewpoints, and strong partnerships.
Critical Thinking: Uses logic and reasoning to identify the strengths and weaknesses of alternative
solutions, conclusions, or approaches to problems.
Drive to Perform: Identifies and accomplishes challenging objectives or personal goals. Works effectively with others to achieve goals. Looks for and takes advantage of opportunities. Maintains a high level of interest and enthusiasm

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