Job Description

The IT Help Desk I will act as a central point of contact for all associates regarding questions, requests or problems pertaining to the services delivered from the IT Department. This position is expected to have knowledge of commonly-used concepts, practices, and procedures.

ESSENTIAL JOB FUNCTIONS:

• Act as first point of contact with customers to respond to phone and electronic requests for support as part of the Help Desk; typical issues include password resets, application functionality questions, basic user training, role based access and other similar type tasks.
• Provide exemplary customer service while ensuring the on-going maintenance and development of positive customer relationships with team members and end-users.
• Escalate tickets as necessary.
• Responsible for user account creation, deletion, and modification.
• Configure and troubleshoot collaboration software/hardware such as phones, softphones, instant messaging software, email, and video collaboration software.
• Enter, monitor, and update help desk tickets in the Cherwell service management system to track progress and resolution of customer issues.
• Performs closed-loop communication with end users to resolution.
• Ensure all time reporting and other required reports are accurate and timely.
• Meet or exceed various service levels (SLAs) as established by assignment (calls per day, ETAs, on-time response, administrative call closure, customer satisfaction).
• Ensure issues are correctly documented in the Cherwell service management system.
• Update Knowledge Articles and Help Desk Change Management content as necessary.
• Install, configure, and support user equipment and peripherals.
• Build and maintain effective working relationships with Summit associates. Coordinate and integrate departmental work activities with co-workers' work activities. Positively contribute to team and other work groups to carry out departmental projects.
• Stay current on all industry and regulatory trends relating to function.
• Monitor and identify personal/ professional development needs and maintains capabilities consistent with the organization’s philosophy and values through special project assignments, technical workshops and seminars; reading, course work, and development opportunities and activities.
• Displays a pleasant, professional manner and positive attitude on the job.
• Provides explanations regarding technical issues, translating into terms that others recognize and understand.
• Clearly communicates changes needed where opportunities exist.

Qualifications

EDUCATION & CERTIFICATIONS:

• Associates or Bachelor’s Degree in an IT related field preferred. Work experience may be substituted.
• A+, Network+, and/or Security+ Certification preferred.
• ITIL Foundations Certification preferred.

SOFTWARE & HARDWARE PROFICIENCY:

• Microsoft Suite of Products.
• Cisco Network and Phone Systems.
• Desktop/laptop hardware and application support.
• Mobile Devices – IOS and Android.
• Printer configuration and support.
• SAP support preferred.

EXPERIENCE:

• 0-3 years' experience in a technical user support environment. Strong trouble-shooting, problem solving, teamwork, interpersonal, relationship management, and communication skills.

Additional Information

Not sure yet if this is the right position for you? Contact a recruiter for more information about the position and how you can jump start your career in a dynamic, growing industry today!

BE A PART OF THE SUMMIT ELECTRIC FAMILY WITH ROOM TO GROW AND EXCEL!