Level 1/2 Help Desk Admin End User Support (Wednesday-Sunday)

Monitors ticket database and monitoring platform and follows up with assigned personnel to ensure timely resolution of problems

Invokes problem escalation procedures to coordinate recovery

Isolates problem trends and ensures that troubleshooting efforts are completed

Solves problems and makes decisions on a daily basis to help resolve issues

Interfaces with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department.

Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service

Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service

Above all, build professional and sincere relationships with clients and seek ways to improve their satisfaction with our service.

Learn the ins and outs of our clients' unique work environments.

Work to quickly resolving incidents submitted by our clients.

Monitor alerts generated by our tools to resolve incidents before our clients are even aware.

Enter all work as service tickets and time as it occurs.

Interact with vendors to support customer's specific line of business applications, copiers/printers, internet service providers, etc.

Remote access solution implementation and support: VPN, Remote Desktop, RemoteApp.

IT environment documentation to include system reviews and recommendations.

Communication w/customers: keeping them informed of incident progress, notifying them of impending changes or agreed outages.

Understanding of server administration, troubleshooting, capacity planning, and disaster recovery planning.

Create technical documentation when needed

Work closely with the multiples constituents including customers solutions, production support, as well as network, security, desktop support, and systems administrators to optimize the systems and related components.

Just as the Level 2/3 Engineers will be supporting you, you will also need to support them. We are a team and supporting those around us is a must!

Microsoft Certifications

Working knowledge of ITIL principals and procedures.