A high availability position, providing front-line technical knowledge and support to users in a multi-production environment, documenting all incoming requests, and acting as a central point of communication between users and other IT support groups.
Provide excellent customer service in a high-pressure, production environment while successfully navigating conflicting priorities, deadlines, and occasional process ambiguity.
Field incoming phone, email, and tickets, ensuring timely updates and complete information are provided to all concerned parties.
Identify and recommend approved work-around solutions to technical issues as needed.
Troubleshoot and resolve issues via remote control tools as appropriate.
Document and communicate all system support issues with end users, IT staff, and management.
Perform basic system administration duties as directed, such as creating and managing user accounts (Unix and Active Directory, FTP, etc.).
Plan, develop, and maintain individual project schedules.
Perform special projects as necessary.
Education, Experience and Skills:
1-2 years of Service Desk/Help Desk support experience – high-pressure, production experience preferred.
Extremely strong and demonstrated customer service skills, as well as the ability to communicate professionally with a sense of urgency and empathy to the affected user.
Strong front-line support technical knowledge, including, but not limited to: Linux Operating systems (CentOS), Windows (XP, Vista, 7), Macintosh Operating System (OSX), Microsoft Office suite, Internet Explorer (7 and up), Firefox, and common remote management tools.
Experience with action request systems/work flow tools for ticket tracking preferred.
Excellent understanding of technology and the role of the "client" in relation to the larger IT infrastructure.
Self-starter, strong organizational skills and ability to prioritize workload – someone who is energized by helping people and making things happen.
Team player who is invested in and strives to maximize team/department performance.
Detailed-oriented and able to handle a variety of tasks in an efficient, accurate manner.
ITIL certification a plus.
Linux certification a plus.