Job Description

<h3>Responsibilities:</h3><ul><li>Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.</li><li>Assist with software licensing and acquisition needs.</li></ul><h3>Acquisition & Deployment</h3><ul><li>Deploy pre-packaged software as needed using automated deployment tools.</li><li>Assist in software releases and rollouts according to change management best practices.</li></ul><h3>Operational Management</h3><ul><li>Provide first contact support of incoming incidents\requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of customer issues.</li><li>Prioritize incidents and service requests according to defined processes to meet defined SLOs.</li><li>Assisting in providing Level I support when incident\request volumes are high.</li><li>Act as an escalation point for advanced or difficult incidents\requests.</li><li>Build rapport with help desk customers.</li><li>Escalate incidents with accurate documentation to suitable technician or vendor when required.</li><li>Record, track, and document the help desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.</li><li>Use remote tools and diagnostic utilities to aid in troubleshooting.</li><li>Research solutions through internal and external knowledgebase as needed.</li><li>Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.</li><li>Install antivirus software and ensure virus definitions are up to date.</li><li>Perform preventative maintenance, including checking and cleaning of hardware and updates to software platforms.</li><li>Test fixes to ensure the problem has been adequately resolved.</li><li>Perform post-resolution follow-ups with Technicians and Managers as required.</li><li>Develop help sheets and FAQ lists for customers.</li><li>Contribute to technician knowledge base and training as needed.</li><li>Reinforce SLOs to manage customer expectations.</li><li>Provide suggestions for continual improvement.</li><li>Alert management to emerging trends in incidents.</li></ul><h3>Requirements:</h3><ul><li><strong>Education & Certification</strong></li><li>College diploma or university degree in the field of computer science and/or four years equivalent work experience.</li><li>CompTIA A+</li><li>Driver's License</li><li><strong>Knowledge & Experience</strong></li><li>Knowledge of both basic and advanced computer hardware, including Dell computer hardware.</li><li>2-4 years of Experience with desktop operating systems, including Windows 10 and 11.</li><li>2-4 years of application support experience with Office 365, Microsoft Teams, and engineering packages such as Autodesk and Bentley products.</li><li>Working knowledge of a range of diagnostic utilities.</li><li>2-4 years Experience working in an ITIL-driven environment and knowledge of ITIL principles and processes.</li><li>Exceptional written and oral communication skills.</li><li>Exceptional interpersonal skills, listening, and questioning skills.</li><li>Strong documentation skills.</li><li>Fluent English language skills.</li><strong>Personal Attributes</strong><li>The ability to conduct research into a wide range of computing issues is required.</li><li>Ability to absorb and retain information quickly.</li><li>Ability to present ideas in customer-friendly, business-friendly, and technical language.</li><li>Highly self-motivated and directed.</li><li>Keen attention to detail.</li><li>Proven analytical and problem-solving abilities.</li><li>Ability to effectively prioritize and execute tasks in a high-pressure environment.</li><li>Exceptional customer service orientation.</li><li>Experience working in a team-oriented, collaborative environment.</li><strong>Conditions</strong><li>40-hour hybrid work week.</li><li>Lifting and transporting of moderately heavy objects, such as computers and peripherals.</li><li>Light travel to regionalized offices.</li></ul>