Service Desk Associate III

SUMMARY

We are looking for an experienced Service
Desk Associate III who can solve complex, third tier trouble tickets for
end users.  This person is an excellent
communicator who works well in a Team based environment and can manage working
on multiple trouble tickets at once and be a mentor to others.  The Level III Associate is an expert at
troubleshooting hardware and software issues with Microsoft Windows, Mac and
mobile devices and possesses strong knowledge of networking, servers, and virtualization
technologies.  As the highest tier of
escalation, the Level III Associate must be capable of ultimately resolving all
issues without the safety net of further escalation.  Often the issues must be raised with the
Network Operations Center and third -party application vendors, but the ownership
of the issue remains with the Level III Associate to the end.

Communication with clients and coworkers is
mostly telephone, chat and video chat based. Work hours are fixed with
designated start and end times.  Working
from home and from office is flexible based on ability to maintain
productivity.  

JOB RESPONSIBILITIES

• Answer third tier escalated trouble
  requests for clients via telephone, email, chat, and video chat.
  
• Provide technical support to end users on
  Windows, Mac, and mobile devices.
  
• Assist Level 1 and 2 technicians with
  issues and be a mentor who is eager to help others grow to your level. 
  
• Work independently and serve as the highest
  and final tier of escalation.
  
• Maintain SLAs to meet resolution and follow
  up metrics on all assigned tickets.
  
• Keep detailed, accurate work notes and time
  entries updated in real time throughout the day as work is performed.
  
• Keep client documentation up to date
  immediately as changes are made.
  
• Install, configure, and test workstation
  hardware.
  
• Configure file permissions, print services,
  remote access connections.
  
• Troubleshoot wired and wireless networking
  issues remotely.
  
• Perform advanced administration of
  enterprise email applications, including add/remove users and groups, configure
  calendar/folder/mailbox permissions, mail forwarding, aliases, and Outlook
  clients.
  
• Work with vendors and Clients to
  troubleshoot third -party applications.
  
• Troubleshoot issues and find creative
  solutions for Clients working with Microsoft Office and other productivity and
  line of business applications.
  
• Troubleshoot advanced Office 365 issues
  (Teams, SharePoint, Advanced Threat Protection, Power BI and Intune)
  
• Live the core values of the company in all
  facets of the job and in your interactions and communications with others both
  internal and external.
  
• Care Deeply – You can never spend too much
  time thinking about and worrying about the Client. The quality of our service begins and ends
  with caring.
  
• Innovate Relentlessly – There is always a
  way to improve.  Provide new ideas and
  look for a better way.  Remember there is
  always a first way to do the impossible.
  
• Service Sincerely – Our Client’s interests
  come first.  Replace self -pride with
  pride in client satisfaction.  Sincerity
  results in success.
  
• Collaborate Feverishly – Build bridges with
  your peers, partners and clients.  They
  are a treasured resource, crucial to your success.
  
• Listen Earnestly – When we listed to
  understand, not to reply, we share ideas and can then execute successfully for
  our clients.
  
• Improve Eternally – If we do not learn,
  we’ll always be in the same place.  Continuous development of your knowledge and skills is our sustainable
  competitive advantage.
  

QUALIFICATIONS

• 5+ years of customer
  service to IT end users
  
• 5+ years with computer
  hardware, software, and operating systems
  
• 5+ years with
  networking including firewalls, switches, routers, wireless access points.
  
• 5+ years Microsoft
  Office suite including Excel formulas, mail merges, Outlook profiles, contacts,
  groups, and mailbox rules.
  
• Prior experience in a
  Managed Services Provider (MSP) environment and/or IT consulting experience.
  
• Highly organized and
  able to multi -task in extremely stressful situations
  
• Ability to quickly
  learn new technologies using self -study materials and intuition.
  
• Ability to articulate
  technical information clearly and simply to non -technical people.
  
• Self -motivated,
  self -starting, and self -directed.
  
• Ability to work well
  on a team and independently.
  
• A+, Network +, CCNA,
  Microsoft certifications
  

JOB REQUIREMENTS

• Should be willing to
  accept a long -term work -from -home arrangement.
  
• Should be amenable to
  a permanent day shift schedule.