- Provide technical assistance with computer hardware and software.
- Resolve issues for clients via phone, electronically, or in person.
- Recommend hardware and/or software improvements.
- Track customer issues and resolutions.
- Handle tickets in a timely manner in ITSM tool.
- Triage ticket queue and maintain updates for tickets assigned.
- Respond to incidents via tickets or another request by end-users on-site.
- Work independently and collaboratively with managers or other technicians.
- Have strong customer service experience working with end-users
- Experience with network-based imaging for Refresh / Windows 10 to 11 Migrations.
- Provide regular feedback consistent with the needs of the team and the environment for ongoing improvements.
- Be able to work overtime when requested or necessary.
- Be able to multitask and prioritize many different projects.
Qualifications:
- Previous experience in IT, customer service, or other related fields
- Ability to build rapport with clients
- Reliable form of self-transportation
- Strong troubleshooting and critical thinking skills
- Able to lift over 50lbs reliably
- Positive and professional demeanor
- 3+ years of experience
- Previous ServiceNow / Enterprise ticketing experience
- Previous AD experience
- Able to crawl and move underneath desks
- Able to pass a background check and drug test prior to starting