Required Education and Experience
· Two years of college-level training with a focus in IT or comparable bachelor’s degree required
· Minimum of 3 years of experience in technical IT Customer Service or a related field
· Multiple site experience preferred
Competencies
· Knowledge of basic computer hardware
· Experience with desktop and server operating systems
· Extensive application support experience with
· Working knowledge of a range of diagnostic utilities, including Soalwinds
· Familiarity with the fundamental principles of ITIL
· Exceptional written and oral communication skills.
· Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
· Strong documentation skills.
· Fluent English
Knowledge, Skills and Abilities
· Ability to conduct research into a wide range of computing issues as required.
· Ability to absorb and retain information quickly.
· Ability to present ideas in user-friendly language.
· Highly self-motivated and directed.
· Keen attention to detail.
· Proven analytical and problem-solving abilities.
· Ability to effectively prioritize and execute tasks in a high-pressure environment.
· Exceptional customer service orientation.
· Experience working in a team-oriented, collaborative environment.
Physical Demands
· 40-hour onsite work week.
· Sitting for extended periods of time.
· Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.
· Lifting and transporting of moderately heavy objects, such as computers and peripherals.