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
