This role is hybrid. Looking for candidates that reside local to Albany, NY

Duties & Responsibilities:

Provides excellent customer service to all customers.
Fields incoming help requests from end users via a variety of intakes.
Documents all pertinent end user identification information, including name, department, contact information, and nature of request or incident.
Records, tracks, and documents the Incidents and requests in the ticketing tool. Ensures all successful and unsuccessful decisions made, and actions taken, through to final resolution have been captured in the ticket.
Accesses software updates, drivers, knowledge bases, and frequently asked questions resources to aid in problem resolution.
Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
Performs preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
Evaluates documented resolutions and analyzes trends for ways to prevent future problems.
Identifies and escalates critical incidents.
Participates in an afterhours on-call rotation.
Other duties as assigned.

Required Skills:

Strong written and oral communication skills.
Interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
Strong documentation skills.
Ability to absorb and retain information quickly.
Experience supporting VOIP telecom devices.
Basic knowledge of switches and network devices.
Ability to present ideas in user-friendly language.
Highly self-motivated and directed.
Keen attention to detail.
Analytical and problem-solving abilities.
Ability to prioritize and execute tasks in a high-pressure environment.

Qualifications:

Education: HS Diploma or equivalent required

Experience: Relevant Work Experience required

Certification: Relevant Certification is a plus

Working Conditions:

Remote or Office setting

Public Partnerships LLC

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