Essential Functions

• Creating incidents and service requests on behalf of customers.
• Processing incidents and service requests initiated by customers using either the Self-Service Portal, email, or telephone.
• Apply enterprise service desk standards for accurate prioritization, categorization, and communication of incidents.
• Triage incidents accordingly and bringing them to a resolution in accordance with established enterprise service desk SLA’s.
• Manage ticket queue backlog and working to improve efficiency to improve incident response and resolution.
• Execute provisioning activities associated with onboarding and off boarding employees.
• Level I administration of active directory, 0365 environment, CRM applications and ERP platforms.
• Diagnose and resolve incidents for diverse environment of hardware, software, and applications platforms.
• Participate in complex, specialized technical investigations to determine system and design standards and performance parameters for new products, platforms and associated network technologies, software, and systems.
• Administration of all computer hardware and software procurement.
• Contribute to the development of knowledge base information to improve self-service portal

Experience, Education and Skills

• Bachelors Degree in computer science, information systems, or related field, or equivalent work experience
• 2+ of Hands-on experience in Helpdesk supporting Active Directory, O365 environment, Equipment, printers/other peripherals and different Software set ups.
• Preferably experience in Distribution and/or Manufacturing
• Preferably experience with ITIL Service Desk best practices
• In-depth and current knowledge of computer and mobility hardware and software
• Experience working in highly diverse product environments
• Experience participating on IT project teams and post project support.
• Experience supporting and administering Microsoft stack of products, CRM and ERP environments
• ERP Administrator/Operator experience a plus
• Demonstrate ability to learn new application platforms
• Ability to Multitask and work well under pressure in a team environment.
• Advanced collaboration, communication, and interpersonal skills
• Excellent analytical and problem-solving skills
• After hours availability and travel may be required

Key Competencies

• Accountability:  Demonstrates an understanding of the link between one’s own job responsibilities and overall organizational goals and needs and performs one’s job with the broader goals in mind.
• Collaborative Leadership: Promotes and generates cooperation among one’s peers in leadership to achieve a collective outcome; fosters the development of a common vision and fully participates in creating a unified leadership team that results.
• Planning and Organizing:  Establishes a systematic course of action for self or others to ensure accomplishment of a specific objective. Sets priorities, goals and timetables to achieve maximum productivity. Self-starter with excellent organization, administrative, interpersonal skills and project management
• Customer Focus:  Demonstrates concern for meeting internal and external customers’ needs in a manner that provides satisfaction for the customer. (“Customers” can be co-workers, peers or management as well as external consumers of a service such as students, parents, or community members.)
• Communication:  Creates an atmosphere in which timely and high-quality information flows smoothly both up and down the organization, inside the organization; encourages open expression of ideas and opinions. Excellent communication, presentation and relationship skills, especially the ability to articulate advanced technical topics and build consensus among business and technical constituents