Service Desk Associate III

SUMMARY

We are looking for an experienced ServiceDesk Associate III who can solve complex, third tier trouble tickets forend users.  This person is an excellentcommunicator who works well in a Team based environment and can manage workingon multiple trouble tickets at once and be a mentor to others.  The Level III Associate is an expert attroubleshooting hardware and software issues with Microsoft Windows, Mac andmobile devices and possesses strong knowledge of networking, servers, and virtualizationtechnologies.  As the highest tier ofescalation, the Level III Associate must be capable of ultimately resolving allissues without the safety net of further escalation.  Often the issues must be raised with theNetwork Operations Center and third-party application vendors, but the ownershipof the issue remains with the Level III Associate to the end.

Communication with clients and coworkers ismostly telephone, chat and video chat based. Work hours are fixed withdesignated start and end times.  Workingfrom home and from office is flexible based on ability to maintainproductivity.  

JOB RESPONSIBILITIES

• Answer third tier escalated troublerequests for clients via telephone, email, chat, and video chat.
  
• Provide technical support to end users onWindows, Mac, and mobile devices.
  
• Assist Level 1 and 2 technicians withissues and be a mentor who is eager to help others grow to your level. 
  
• Work independently and serve as the highestand final tier of escalation.
  
• Maintain SLAs to meet resolution and followup metrics on all assigned tickets.
  
• Keep detailed, accurate work notes and timeentries updated in real time throughout the day as work is performed.
  
• Keep client documentation up to dateimmediately as changes are made.
  
• Install, configure, and test workstationhardware.
  
• Configure file permissions, print services,remote access connections.
  
• Troubleshoot wired and wireless networkingissues remotely.
  
• Perform advanced administration ofenterprise email applications, including add/remove users and groups, configurecalendar/folder/mailbox permissions, mail forwarding, aliases, and Outlookclients.
  
• Work with vendors and Clients totroubleshoot third-party applications.
  
• Troubleshoot issues and find creativesolutions for Clients working with Microsoft Office and other productivity andline of business applications.
  
• Troubleshoot advanced Office 365 issues(Teams, SharePoint, Advanced Threat Protection, Power BI and Intune)
  
• Live the core values of the company in allfacets of the job and in your interactions and communications with others bothinternal and external.
  
• Care Deeply – You can never spend too muchtime thinking about and worrying about the Client. The quality of our service begins and endswith caring.
  
• Innovate Relentlessly – There is always away to improve.  Provide new ideas andlook for a better way.  Remember there isalways a first way to do the impossible.
  
• Service Sincerely – Our Client’s interestscome first.  Replace self-pride withpride in client satisfaction.  Sincerityresults in success.
  
• Collaborate Feverishly – Build bridges withyour peers, partners and clients.  Theyare a treasured resource, crucial to your success.
  
• Listen Earnestly – When we listed tounderstand, not to reply, we share ideas and can then execute successfully forour clients.
  
• Improve Eternally – If we do not learn,we’ll always be in the same place.  Continuous development of your knowledge and skills is our sustainablecompetitive advantage.
  

QUALIFICATIONS

• 5+ years of customerservice to IT end users
  
• 5+ years with computerhardware, software, and operating systems
  
• 5+ years withnetworking including firewalls, switches, routers, wireless access points.
  
• 5+ years MicrosoftOffice suite including Excel formulas, mail merges, Outlook profiles, contacts,groups, and mailbox rules.
  
• Prior experience in aManaged Services Provider (MSP) environment and/or IT consulting experience.
  
• Highly organized andable to multi-task in extremely stressful situations
  
• Ability to quicklylearn new technologies using self-study materials and intuition.
  
• Ability to articulatetechnical information clearly and simply to non-technical people.
  
• Self-motivated,self-starting, and self-directed.
  
• Ability to work wellon a team and independently.
  
• A+, Network +, CCNA,Microsoft certifications
  

JOB REQUIREMENTS

• Should be willing toaccept a long-term work-from-home arrangement.
  
• Should be amenable toa permanent day shift schedule.