This is a technical position responsible for following ITIL- based best practices to deliver end-to-end customer support in accordance with defined service level agreements. Ensures all incidents and service requests are documented, analyzed and escalated/resolved. Serves as a source of knowledge for general inquiries advising customers of policy/practice and referring them to proper non-technical service owners where appropriate, acts as the primary channel of staff communication/outreach for all technology support groups and participating corporate service groups, and adds articles and updates to the knowledge base. Secondary responsibilities involve: deploying hardware; tracking assets; monitoring changes/alerts and determining appropriate actions; following established protocols for investigating, mitigating, and reporting low level cyber-security incidents such as phishing, malware, and suspicious account activities; creating change requests when appropriate; and participating in proactive problem management tasks. Additionally, the position may be required to work on-call rotations during non-business hours and special projects, as needed.
- Customer Service: As the face of IT for customers, ensures customer satisfaction through available channels of communication, team peers and management, and technology services. Champions internal channels to proactively offer advice and help to peers on solving complex issues. Proactively learns and trains other staff members on new applications, operating procedures, and service technologies. Welcomes new employees as part of the orientation team, assist employees transitioning positions, and helps departing employees returning/transferring devices, licenses, and data. Supports the service management strategy by participating in process/procedure changes, projects, and promotion of self-service. (35%)
- Incident and Request Management: Troubleshoots and resolves technology (hardware, software, cloud/SaaS, network, audio-visual, cyber-security, etc.) issues reported via phone, email, web, in-person, and other communication channels. Takes ownership of day-to-day tasks and ensures all tickets are compliant with policy/practice and completed against SLAs. Identifies when request modifications, alternate solutions, and/or escalation procedures are appropriate. Analyzes tickets for trends and problems. Participates in Knowledge Centered Support (KCS). (35%)
- Security Operations Center: As part of the SOC team, monitor security alerts and analyze them for required actions. Investigate phishing reports and escalate as necessary. Manage malware protection and file encryption software and applications. Assist in other security related duties as required. (15%)
- Other duties as assigned. (15%)
- At least two years prior experience with Tier 1 Help Desk roles and responsibilities. Experience with ticketing and work management systems, commercial call centers and related customer support environments a plus. Experience with non-profit and media industry work environments a plus.
Knowledge and Skills Required
- Strong knowledge of current Microsoft, Apple, Android operating systems for both desktop and mobile platforms, as well as core office productivity packages from Google and Microsoft. Working knowledge of desktop/mobile conferencing applications as well as general operations for conference room hardware/software. Familiarity with all applications within the supported technology portfolio, with depth of knowledge aligned with the applications’ value to the business. Must be able to lift at least 50 lbs.
- Outstanding customer service and (both written and verbal) communication skills. Outstanding troubleshooting and problem solving skills. Broad knowledge of technology industry news, emerging trends, current security threats; strong ability to apply that knowledge to customer support situations and act as a general knowledge resource. Excellent discipline/adherence to operating procedures and published knowledge base resources, as well as corporate and technology policy/practice. Comfortable with public speaking.
- Ability to function in a dynamic environment subject to changes in schedules and priorities. Ability to interact positively and productively with teams across organizational lines. ITIL v3 certification and/or experience with IT Service Management a plus.