Job description

Essential Functions: Attends to customer issues through telephone, walk-up, or ticketing system; troubleshoots and provides solutions to common issues on the first call as often as possible
Concisely and accurately captures issue detail and symptom history
Identifies, coordinates, and follows up with specialist resources need to resolve more complex problems
Monitors progress of issue resolution and escalates delays as identified
Contributes to the development and maintenance of a knowledgebase of frequently asked questions, troubleshooting instructions and how-to steps
Thoroughly documents issue resolution and communicates back to customer
Maintains individual knowledge of enterprise systems, software, hardware, network and cyber security standards and policies
Escalates identified patterns and network related problems to appropriate technical staff (Problem Management)
Mentors junior level technical staff for issues beyond their skill level or when having difficulty resolving technical issues
Provides motivational influence in orientation of new staff defining exceptional technical and customer service expectations

Job Type: Contract

Salary: $40,000.00 - $45,000.00 per year

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Akron, OH 44304: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 2 years (Required)
• Active Directory: 1 year (Required)
• VMWare: 1 year (Preferred)
• Healthcare Industry (Hospital, Clinic, etc): 1 year (Preferred)

Work Location: One location

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