Skills and Requirements - 3+ years experience as a Service Desk Analyst or Technical Support - experience with white glove support c-level/executives - previous technical research experience for complex tickets - hands-on documentation experience writing KBs, etc - Proven expertise with positive customer service skills and communication skills - onsite technical support experience as well as remote support - Experience with ITSM / Ticketing systems, such as any of the following: BMC Remedy, Cherwell, Freshdesk, ServiceNow, Zendesk - Demonstrated support of enterprise environments, including: (preferred to have experience, but if not we can teach!) -Windows 10; PC Laptop, Desktop and Mobile Device support -MS Office Productivity Suite functional support -Collaboration tools including but not limited to Zoom -Remote support toolsets including: ProxyPro -Support of Audio-Visual teleconference systems, equipment, and scheduling, such as Zoom Rooms -Acquire and maintain knowledge of updated supported platforms and releases, current support policies, and methods of support delivery, to provide technically accurate solutions to customers.