Vacancy caducado!
Roles and Responsibilities:· Provide second-level remote support of customers' software and minor operating system modifications requests.· Investigate, research, and resolve complex IT issues .· Respond to requests and document tickets in Service Now following Information Technology policy and procedures.· Perform software installations, upgrades, and configure customer-specific software· Review team's current processes and recommend process improvements.· Update installation guides and workflow processes.· Collaborate with Information Technology teams to update workflow processes impacting multiple teams· Identify training needs, perform new user IT training and communication of IT policies and standards to improve software performance and customer service.· Monitor service level agreements, perform scheduled departmental audits, and report findings to management· Act as a technical resource for Information Technology support specialists and coordinators.Required Skills:· 3+ years of technical support experience.· Excellent Knowledge of Windows operating systems.· IT End user compute troubleshooting (Windows/MAC, PC Hardware, Audio Video/ Conference rooms/ Printers/ Smartphones + Telephony/Networking).· Follow processes, working knowledge of Service Now for Incident/Request.· Ability to interface effectively with end users and C-level staff - customer service attitude/positivity.Preferred Skills:· Knowledge of Windows operating systems, SCCM, Altaris, SMS, and ServiceNow experience a plus.· Mac experience a plus.· Excellent time management skills - must be able to work independently and pace oneself to complete own work.