Job Responsibilities
- Provide initial analysis and triage for issues reported through phone calls, monitoring alerts from client and internal infrastructure, or service portal to gather all pertinent information, assess urgency, and facilitate resolution
- Monitor critical infrastructure and security systems supporting the local facility. Escort for Data Center and provide Smart / Remote hands support
- Respond to requests for technical assistance in person, via phone, and electronically, based on urgency
- Diagnose, research, and resolve technical hardware, software, application, and performance issues. Escalate as necessary and work with 3rd-party providers when needed
- Proactively update users on status, document resolutions, and perform timely follow-ups in accordance with established policy/standards
Requirements
- Associate degree in Computer Science, Information Systems, or related field, or equivalent work experience
- One + year of experience in a customer service role providing technical support
- ITIL v3 or v4 Foundation certification or 1 year’s work experience in an ITIL environment preferred
- IT-related certifications preferred (CompTIA A+, Network+, Server+, CCNA or Microsoft)
- Above average desktop/laptop/network/hardware/software/application troubleshooting skills
- Microsoft Server Technologies, VMWare
- Windows Operating Systems, Active Directory, O365
Salary
$37,595 – $50,470 a year
Benefits
N/A