Sr, Service Desk Specialist (Finance)
The Position:
Provide first and second-level technical support to internal and external customers for software, hardware and network related issues reported by telephone, email or in-person in an IT support team environment under general direction of the Help Desk Manager. Serve as a technical leader to the Help Desk Team and a primary escalation point for Tier-2 support issues.
Essential Duties and Responsibilities:
- Support IT issues reported through telephone, email and in-person.
- Provide prompt and accurate support of IT systems including software applications, PC's, notebooks, AS400, printers and network connectivity;
- Responsible for first and second-level hardware/OS support of all PCs and notebooks, perform troubleshooting of equipment and repair;
- Coordinate hardware repair of systems covered under warranty, ensuring resolution and customer satisfaction;
- Support network connectivity for LAN, WAN, dial-up, VPN and Wireless;
- Thoroughly document troubleshooting steps and technical details about each reported incident to HEAT Call Logging application;
- Follow internal support policies for escalating support to the next level of support as needed;
- Provide communication, documentation and instruction to peers regarding best practices for supporting hardware, software and network issues;
- Create documentation and training aids as needed to improve customer knowledge;
- Perform software installations and upgrades;
- Install, configure and support BlackBerry wireless devices;
- Meet and exceed performance goals related to Call Handling, Ticket Handling, Quality and Reliability;
- Validate Critical and High Priority tickets have been thoroughly documented and are accurate before escalation to Tier-2 or 3 support groups.
- Identify support trends and communicate patterns and impact to peers and management team.
- Provide Executive Support to VP's and C-Level Executives when Primary Support is unavailable.
- Assist with IT project-related work in a contributory role.
- Actively develop skills of Help Desk Team through peer coaching and quality feedback.
- Develop and document solutions for advanced technical issues within Knowledge Base.
Other Responsibilities:
- Strong troubleshooting skills;
- Outstanding customer service ability;
- Ability to listen and analyze problems along with good technical ability to resolve and document processes and results;
- Excellent written and verbal communication skills;
- Self-motivated individual with assertiveness and high personal ethics;
- Able to develop professional relationships with peers and end-users to enhance team environment;
- Must have positive attitude and be people/profit/results oriented.
- Strive to be proactive at identifying and resolving potential support issues before impact to customers.
- Effectively balance phone queue, email and offline support time management.
- Backup and assist the PC Support Team regularly with Desktop/Tier-2 Support.
- Compose and send Enterprise IT Notifications for High and Critical Priority Issues in addition to Sales Center and Plant location closures.
- 5+ years equivalent technical experience in desktop/laptop support activities.
- 5+ years of experience in providing customer support.
- Working proficiency of Windows NT/XP/7 and network connectivity.
- Advanced computer-related hardware and peripheral support.
- MS Office XP/2003/2007/2010/2013 required.
- Experience with Call Tracking software required.
- Active Directory experience required.
- Citrix experience required.
- Oracle Support preferred.
- Exchange and ActiveSync support knowledge required.
Education Requirements:
- Associated degree in business or computer science, Bachelor degree preferred.
- Technical Certifications a plus - MCP, A+, Network+, or experience.
- ITIL V3 Foundation certification a plus.
- 5+ years equivalent technical experience in desktop/laptop support activities.
- 5+ years of experience in providing customer support.
- Working proficiency of Windows NT/XP/7 and network connectivity.
- Advanced computer-related hardware and peripheral support.
- MS Office XP/2003/2007/2010/2013 required.
- Experience with Call Tracking software required.
- Active Directory experience required.
- Citrix experience required.
- Oracle Support preferred.
- Exchange and ActiveSync support knowledge required.
Education Requirements:
- Associated degree in business or computer science, Bachelor degree preferred.
- Technical Certifications a plus - MCP, A+, Network+, or experience.
- ITIL V3 Foundation certification a plus.
