Responsibilities: - Serve as an escalation point for all support incidents.
- Perform customer satisfaction follow-ups and inquiries when directed.
- Ensure end-user self-service tools remain up-to-date and current.
- Ensure service support tools (e.g., Tips) are up-to-date.
- Ensure delivery of required statistics and reports to designated personnel.
- Create and manage Help Desk standard operating procedures.
- Build and maintain the technical support knowledge base.
- Integrate continuous improvement processes through the use of Help Desk metrics and trends to drive root cause analysis.
- Adequately document incident conditions and, when appropriate, dispositions or escalations.
- Escalate incidents to appropriate Extended Care personnel.
- Immediately report any incident to the appropriate supervision or STR that may result from or by a suspected or known security concern (e.g., malware; attempts to access privileged resources or data).
- Monitor and use internal chat and messaging tools for news, status, and updates regarding outages, known issues and concerns, or other information that may be used to ensure successful service delivery.
- Efficiently work tickets via email and phone calls as well as provide on-site support as needed.
- Provide basic level desktop/server support (creating users in AD, Office 365, resetting passwords, drive mapping etc).
- Setting up email accounts on mobile devices.
- Basic printer/scanner setup and troubleshooting.
- Malware and virus remediation.
- Installing software and configuring hardware.
- Track customer issues and resolutions.
- Run monthly reports.
- Manage and update documentation.
Requirements: - Minimum 6 months of experience in a Help Desk role
- Proficient in the following technologies:
- Windows 7 and Windows 10
- Internet Explorer, Google Chrome, Mozilla Firefox
- Adobe Acrobat (installation, basic diagnostics, Adobe Reader)
- Java Runtime Environment (JRE)
- Office 365/Office 2016 (all applications)
- Active Directory and Office 365/Microsoft Exchange administration
- Windows printing (device attachment, print queues)
- Ability to thrive in a fast-paced, high call volume environment
- Strong working knowledge of Microsoft Office Suite
- Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users
- Strong troubleshooting, analytical, and critical thinking abilities
- Valid driver's license, reliable transportation with insurance, and a clean driving record
- Must be able to pass a background check
Strativia understands that our staff is our number one asset. Therefore, we provide competitive salaries and health benefits along with a robust training and development plans to help ensure that our employees are happy and motivated. If you are interested in the opportunity above please contact us and join a dynamic, fun and, fast growing organization.
Strativia is an Equal Opportunity Employer and strives for diversity. Strativia in accordance with applicable law, does not discriminate in hiring or otherwise in employment on the basis of race, color, religion, sex, national origin, age, marital or veteran status, disability, sexual orientation, or any other legally protected status. EOE/AA/Vets