Serves as a point of contact for people experiencing a variety of difficulties with software and hardware.
Resolve most technical issues related to our information technology.
Support the end-user devices, connectivity and general applications used by the business.
Provide guidance and assist IT Technician Tier 1 staff with customer issues.
Document solutions to issues in the knowledge base for use by customers and other Service Desk Staff.
This position is based on-site in Lafayette, LA.
Responsibilities
Will serve as a point of contact for people experiencing a variety of difficulties with their software and hardware
Will maintain exemplary customer service by exercising a professional, friendly, and calm demeanor when communicating with customers using a variety of communication and support technologies
Will document, prioritize, and monitor customer issues to ensure a timely resolution
Will work with IT infrastructure and operations team members to develop solutions to user problems and update knowledgebase content to share those solutions with Tier 1 professionals as appropriate
Will gain proficient working knowledge of the technology that you are responsible for supporting
Will remain up to date with all new upgrades, system enhancements and changes to ensure effective solutions are given to customers
Will remain current with all required continuing education and compliance training mandated by the company and supervisor
Will identify trends in incoming issues and effectively communicate the finds to the next level of support
Will maintain productivity standard as set forth by supervisor at or above 100%
Will display a sense of urgency and drive to complete tasks quicky
Will serve as escalation point for all issues that cannot be resolved at the Tier 1 level
Will conduct quality checks on active and closed tickets to ensure compliance with service desk operational procedures and regulatory guidelines
Qualifications:
Education and Experience
Associate's/bachelor's degree or appropriate level certifications preferred
More than 4 years’ experience in troubleshooting desktops, laptops, printers, mobile phones, and tablets is
required
Experience with network connectivity as well as working with ISP's is required
Demonstrate excellent customer service skills
Demonstrate strong logic skills
Demonstrate strong mechanical skills
Demonstrate proficiency in supporting Microsoft Windows operating system
Demonstrate proficiency with Android tablets Strong mechanical skills
Demonstrate Excellent verbal and written communication skills
Demonstrate exceptional ability to think quickly and logically when under pressure
Demonstrate strong capability to multitask and prioritize a busy workload
Demonstrate the ability to train others
Will support testing, implementation, and the drafting of reference material for all system, application and
hardware upgrades and enhancements
Will mentor and guide all Tier 1 service desk personnel in day to day tasks, remedial training, and corrective actions
