Job Description
| Job Purpose As a senior member of the help desk team your responsibility is to efficiently and effectively support and troubleshoot technology problems occurring at the client location You are to set the example of performance standards and invest time with the client building an outstanding business relationship At all times strive to maintain a team that achieves professional excellence in supporting our customer Technical Duties Support and troubleshoot the following Microsoft DesktopLaptops Operating Systems Microsoft Office Microsoft Internet Explorer Mozilla Firefox Google Chrome Cloud Applications Boxnet Chatter Okta Adobe Products IP Telephony Handsets IP Telephony Move Adds Changes PCs Printers iPhones iPads Android Tables Microsoft Surface Video Conferencing General server administration duties with Microsoft Active Directory addremove users permissions Setting up and creating users in Microsoft Exchange Managing daily backup jobs and performing restores Managing virus scanning and deployment of new signatures Managing windows updates services for PCs and servers Creation updating and deployment of standard PC image Coordination with PC Printer PDA vendors for warranty repair calls and replacement of equipment as required Tracking of incidents by entering data into help desk system and ensure response work commitment and resolve times are within SLA guidelines Perform initial response to end user via telephone email chat or web Response must be fast knowledgeable and professional Perform incident escalation and coordination as required by Service Level Agreements (SLAs) Help Desk Level III Duties Build reporting framework for tracking and measure performance of help desk team as it relates to the following SLAs response work commitment and resolution Produce weekly SLA summary reports and present during weekly IT meetings Proactively resolve and potential SLA failures that are occurring Engage supervisor as necessary to assist with correction Seek to improve help desk performance by evaluating enduser experience internal processes and improved procedures Perform daily review of open and closed tickets looking for trends warnings or potential signs for any type of trending technology problem If located immediately communicate with CIO and Senior Systems Engineer Validate troubleshooting methods being used by help desk team ensure the root cause of the technology problem is being addressed and avoiding problem reoccurrence Excellent communication and soft skills Maintain an excellent working relationship with all team members and be a sounding board for various technical questions Alert your supervisor and other members of the management team of client outages Draft and communicate to the client base via email about any potential changes or outages that will affect their use of technology Think forwardly look for potential problems and be transparent with supervisors about areas that need to be addressed before become a problem for our clients Work closely with CIO to ensure best practices for help desk management are established to ensure maximum efficiency are achieved for the support of the end user environment Establish excellent rapport with the Senior Systems Administrator to ensure cohesive communication between all teams so the clientrsquos overall experience with IT is positive Work collectively with the Senior Systems Administrator to develop a standard procedure for escalating unresolved technical issues to the infrastructure team During weekly IT meetings provide update on the performance of the help desk trends that maymay not be occurring concerns regarding customer feedback and any additional information that would be helpful to the entire IT team Work closely with the clientrsquos HR representative and other members of the IT team to establish a reliable and repetitive policy and procedure for on and off boarding new employees Fully train other members of the help desk of how to execute procedure Participate in annual review process of help desk employee providing feedback to CIO on individual growth performance and areas of improvement Maintain the general ldquolook and feelrdquo of the help desk area validating it is professional organized and clean at all times |
Jobs Like This Near Richardson, TX
Click on the button below to go to the LimeLight Technology Solutions website and apply for Help Desk Level IV.
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