Responsibilities

• Assist with management of the internal queue and ensure tickets are assigned and worked in a timely manner.
• Tier 1 and Tier 2 support for service tickets that come in working to determine the best solution for the issue.
• Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing impact of issues.
• Direct unresolved issues to the next level of support personnel.
• Assist with management of user onboarding and offboarding experience
• Update customer data and produce reports as needed.
• Ensure proper recording, documentation, and closure of service tickets.
• Documentation of processes and how-to guides.
• Follow up with customers, provide feedback and see problems through to a resolution.
• Endpoint management
• Maintaining a professional demeanor with clients and colleagues.
• Participate in on call rotation.
• Other duties as required. 

Preferred Skills

• Advanced knowledge of help desk software and remote-access systems.
• Knowledge of computer software systems, including databases, office applications, and operating systems.
• Excellent analytical and diagnostic skills.
• High-level communication skills.
• Ability to troubleshoot complex hardware and software issues.
• Patience and understanding.
• Advanced troubleshooting and multi-tasking skills.
• Customer service orientation.

Qualifications

• Bachelors or Associate degree in Information Technology, Business, Operations, or relevant field experience strongly preferred.
• 1+ years supporting Microsoft Windows Server operating systems.
• 3+ years supporting Microsoft Windows workstation operating systems.
• 3+ years service desk support.
• Previous experience with Citrix VDI / VMware Horizon or Microsoft Terminal Server is a plus!
• Previous experience with O365 and Azure is a plus!
• Excellent analytical, organization, and problem-solving skills with the ability to work with a sense of urgency.
• A proven track record of developing and implementing IT strategy and plans.
• Demonstrated customer service excellence with the ability to deliver white glove service.
• Strong knowledge of implementing and effectively developing IT operations best practices, including knowledge of security, storage, data protection, and disaster recovery protocols.
• Demonstrated strong written and oral communication skills, including strong relationship building skills and leadership capabilities.
• Ability to form relationships across all levels of the company while modeling Conversant’s culture and values.