Job Summary

Provides the first line of technical assistance by problem analysis by escalating problem resolution to further levels of technical assistance while retaining ownership of the problem until resolution is complete. Coordinates tracks and reports the resolution of service and support requests for all information technology resources.

Job Specific Duties

Analyzes and triage incoming calls using knowledge bases software designed to quickly identify technical problems and probable resolution. Ensures that MCH clients and users of information technology resources experience minimum impact on their daily activities from technical problems. Logs each incoming request as calls are received and execute ownership of the problem until resolution is complete and client/user is advised of cause and disposition. Provides telephone end-user support on IT-related issues by diagnosing, analyzing, and quickly resolving or escalating (if resolution requires hands-on interaction, different skill set experience or an excessive amount of time) and/or dispatching assistance as needed, meeting SLAs for first-call resolution on incidents and service requests.

Minimum Job Requirements

1-3 years Troubleshooting experience in a Windows-based environment.

Knowledge, Skills, and Abilities

• Action-oriented and self-motivated with the ability to improve the effectiveness, performance and efficiency of the Help Desk team.
• Advanced knowledge of Windows 7/10, Microsoft Office, Microsoft Project, Microsoft Visio, Lotus Notes, Symantec Antivirus and other business applications.
• Client/server enterprise infrastructures.
• Excellent oral communications skills in a telephone-centric customer service setting. Excellent written skills and experience with documentation of issues and resolutions required.
• General distributed hardware: printers, scanners, lightpens.
• Networking architecture: TCP/IP, token-ring, ethernet, Internet.
• Networking hardware: modems, controllers, LANs.
• Sound knowledge of Helpdesk and Asset management software, and general Helpdesk/ Trouble Ticket and Project Management process.
• Technical training, experience and familiarity with several of the following: WANs, routers, gateways.