IT Service Desk/Help Desk Technician

About the Role

Our IT Help Desk/Service Desk Support Agents coordinate, diagnose, and troubleshoot incoming employee calls for a wide variety of clients and industries. They are the first point of contact for all service requests needing support for technical/IT issues involving desktop, laptop or network services from local personnel or from employees using remote network access.
What We Need & What You'll Do (Responsibilities)
• Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution
• Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction
• Provides case status updates to management and end-users per service level guidelines
• Support and maintain effective relationships with users
• Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support
• Provide support for PCs, laptops, printers, cell phones, and tablets etc.
• Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management)
• Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).
• Communicates with customers at all levels of technical and non-technical skills sets
• Follow all standard operating procedures (SOP) through the effective use of Knowledge management

Requirements

  • 1-2 years of related work experience preferably in an IT Service Desk/Call Center environment

  • AA degree or technical training preferred or equivalent combination of education and experience

  • Experience using ITSM Ticketing tools (e.g. Service Now, Remedy) to manage and track incidents preferred

  • Certification in relevant IT products/technologies a plus

  • Focus on providing exceptional customer service

  • Able to communicate effectively in English both written and verbal with key stakeholders, leadership, partners, team members, other organizations, and customers

  • Ability to type while in involved in a conversation, at least 30 WPM

  • Sound understanding of customer support, operations, and processes with a desire and enthusiasm to serve customers

  • Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required

  • Working knowledge of the Microsoft Office application suite including MS Outlook

  • Active Directory and Exchange experience preferred

  • Solid analytical/cognitive skills to troubleshoot complex and technical problems

  • Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality

  • Demonstrated capability to achieve results under pressure in a fast-paced client-driven environment

About the Company

Behr Enterprise Solutions provides end-to-end managed services, technology and consulting to enable the digital workplace for enterprise, midsize and small businesses. Behr Enterprise Solutions enables our clients to focus on what matters most – their customers and their businesses. To do so, we employ a customer-centric, hard-working, and talented group of people.