Tier I

• Manages end-user expectations.
• Provides exceptional customer service.
• Provides remote technical support via telephone and remote access tools.
• Documents all work completed in service tickets.
• Creates and maintains good technical documentation.
• Provides end-user training and writes end-user SOPs to enhance productivity.
• Maintains excellent communication with the end-users, Service Manager, and other team members.
• Participates in after-hours on-call support on a rotating schedule.
• Other duties as assigned.

Tier II (In addition to above)

• Reporting service desk statistics to management
• Mentor, train, and assist Tier I Service Desk Technicians as needed.
• Handle complex service requests as needed.

Tier I

• Post-secondary education required.
• Desktop Support Experience: examples are supporting desktop operating systems (predominantly Microsoft-based) & end-user applications.
• User & E-mail Management Experience: familiar with adding, modifying, and removing user accounts in Active Directory, Exchange, & Office 365.
• Server Support Experience: familiar with initial troubleshooting of server-related issues.
• Understanding of networking technologies: Ethernet & wireless.
• Self-motivated when tickets/tasks are assigned; creates a task list; and works that list with minimal guidance. Reporting back to the Service Manager & end-users on progress/issues.
• Exceptional communication, documentation, time management, & task management skills
• Ability to work with diverse and/or low income populations, including those who may be experiencing homelessness, unstable housing, and/or mental illness required.

Tier II (In addition to above)

• Industry certification strongly preferred: Mid-level Microsoft and/or CompTIA certification strongly preferred.
• Two (2) years of desktop and server support experience required.