Manage incoming issues and requests via phone, email, and support desk software.
Record and document problems and requests within the Support Desk, or route them to the appropriate IT team members, other departments, or external service partners.
Assist in updating and contributing to documentation from subject matter experts of newly discovered or acquired solutions, processes, and procedures in a centralized knowledge base
Research ordering issues and resolve where possible.
Contribute to the research of projects and device/account audits
Key Job Duties/Responsibilities:
Serve as the first point of contact by phone and ticket systems for the Stores and office users with regard to all issues and requests of a technical nature.
Provide excellent and timely customer service solutions and links to supporting teams when needed.
Document and field incoming phone calls and emails to the Support Desk.
Multitasking is critical for several issues at once
Manage incoming issues and requests using our support desk software and address them within the Support Desk, or route them to the most capable IT team member of external service partner for resolution.
Provide assistance with store ordering errors, questions, or research where possible.
Excellent communication and collaboration on projects within the Support Desk or IT department.
Troubleshoot and support systems that may be unfamiliar, while adhering to reasonable response times.
Build and maintain relationships within the company and with partners in order to improve the overall level of service delivered to our guests.
Strive to gain experience and knowledge through formal training programs and certifications in the IT field.
Ambition and preference for consistency and professionalism
2-year degree in an IT-related field of study, OR
3-4 years of IT support-related work experience
Confident knowledge of:
Most current Windows Operating systems
Google G-Suite applications
Active Directory and file share permission structures
General PC Troubleshooting (Printers, Wireless, etc…)
Excellent customer service and communication skills
Management of multiple login methods including SSO and MFA
General PC Troubleshooting (computers, printers, wireless devices, etc…)
Network and VoIP software configuration (Cisco)
Preferred experience with:
Basic Windows scripting language
SQL language and databases
Excellent analytical skills with databases and spreadsheets
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