The Service Desk Monitoring Technician monitors a live, virtual class environment. Simultaneously support multiple classes providing timely, accurate and customer friendly responses to incoming incidents, requests, and alerts generated from calls, emails and in-class prompts. Record general information about each class for documentation and for possible follow-up action. Record information relayed from students and instructors during class or calls documenting any steps performed along with their corresponding results accurately in the tracking system. Manage all assigned students and classes and continually follow up to ensure timely incident resolution and customer satisfaction. Perform requests from customer for operational support activities as needed.

Responsibilities/Duties:- Support multiple, live class simultaneously to ensure students and instructors can interact freely and easily - Perform proactive monitoring of classes to ensure that the technical environment supports the learning environment- Respond to incoming call and e-mail queues promptly and document incidents accurately and simultaneously in the tracking system- Perform basic triage of incidents and notify customer as required in a timely manner- Monitor class situations for all assigned classes and respond accordingly by performing requested operational tasks and/or escalating to other groups as necessary- Provide exceptional customer service to all students and instructors- Proactively support and maintain effective student and instructor relationships by facilitating an effective online learning environment- Utilize the internal Knowledge Base and tracking system to research, resolve, and respond to incidents and requests received via phone and e-mail in a timely manner, in accordance with monitoring standards of performance- Provide accurate troubleshooting and creative solutions to user problems of basic to moderately complex nature to ensure an effective learning environment- Perform operational support tasks as requested - Submit accurate documentation for resolution of issues to internal knowledge base- Acquire and maintain current knowledge of relevant software, hardware, systems, and support policies in order to provide technically accurate solutions- Communicate problem trends and unresolved problems to other staff, including escalation to management when necessary- Monitor internal e-mail regularly to maintain current knowledge of class, student and instructor logistics and scheduling

Miscellaneous:The Service Desk Monitoring Technician job requires alternate work schedules and may include daytime, evening and weekend work.

Preferred Education:Associates degree for higher in IT related field

Required Experience / Preferred Experience:1+ years in IT related experience (or education) / 2+ years in IT related experience1+ years in customer service related experience / 2+ years in customer service related experience

Required Skills:Understanding of various desktop/laptop hardware and peripheralsUnderstanding of Microsoft client operating systemsUnderstanding of Microsoft client softwareUnderstanding of basic 3rd party softwareUnderstanding of basic networking concepts (including wireless technologies)Ability to troubleshoot both hardware and software issues in various waysStrong analytical and problem solving skillsStrong attention to detailCandidate must have the ability to multitaskCandidate must be able to work as part of a teamCandidate must be able to work in a flexible and growing environmentCandidate must be able to express themselves in both written and verbal communicationCandidate must be able to communicate to customers with various levels of technical knowledge

The Service Desk Monitoring Technician position is a key technical and customer support role. The technician must actively monitor and support classes while communicating with students and instructors in order to ensure an effective and efficient training environment. If issues arise, they must communicate a resolution and/or escalate the issue and manage the incident resolution process. This role has a significant influence on customer service and student satisfaction.