Senior It Service Desk Technician

Role: IT Service Desk Technician / IT Help Desk Support

Location: Cleveland OH

As a crucial technical asset within our organization the IT Senior Service Desk Technician plays a key role in providing desktop support facilitating effective communication offering expert troubleshooting and ensuring prompt resolution of enduser PC laptops and desktop requests within a collaborative support desk environment.

Basic Functions:

• Provide IT support for technical issues related to Microsofts core business applications as well as virtual environments built on Microsoft VMware HyperV etc.
• Manage service and project tickets following internal procedures.
• Design implement and support services for Microsoftrelated technologies such as Windows Server Office 365 SQL SharePoint etc.
• Engineer and implement system solutions tailored to meet customer needs.
• Implement and support disaster recovery solutions.
• Offer technical services and support at the network level including WAN and LAN connectivity routers firewalls and security issues escalated from the help desk.
• Implement and support remote access solutions including VPN and Terminal Services.
• Provide system documentation and consulting services including system reviews and recommendations.
• Communicate with customers as needed keeping them informed of incident progress notifying them of impending changes and agreedupon outages.

Additional Duties and Responsibilities:

• Enhance customer service perception and satisfaction.
• Work effectively within a team and communicate efficiently.
• Escalate service or project issues that cannot be completed within agreed service levels.
• Demonstrate business awareness with specific knowledge of how IT relates to customer business strategy and goals.
• Develop indepth knowledge of the service catalog and its relevance to customer needs.
• Document internal processes and procedures related to duties and responsibilities.

Knowledge Skills and/or Abilities Required:

• Possess professional IT certifications or a degree in Computer Science or a related field.
• Demonstrate strong interpersonal skills including telephony skills communication skills active listening and customer care.
• Exhibit strong diagnostic skills for technical issues.
• Ability to multitask and adapt quickly to changes.
• Technical awareness with the ability to match resources to technical issues appropriately.
• Service awareness of all key IT services provided by the organization.
• Understanding of support tools techniques and the use of technology to provide IT services.
• Typing skills for quick and accurate entry of service request details.
• Selfmotivated with the ability to thrive in a fastmoving environment.

Additional Information:

• Excellent verbal and written communication skills.
• Proficient in diagnosing a wide array of technical issues in an everchanging environment.
• Strong knowledge of Windows operating systems.
• Advanced knowledge of Windows Server.
• Experience with Microsoft Office 365.
• Advanced knowledge of network switches routers and firewalls is required.
• Virtualization experience with Microsoft HyperV and/or VMWare is essential.
• Strong troubleshooting skills initiative and professionalism are of utmost importance.

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