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
