Job Description

Job Responsibilities:

• Provide technical support to customers via phone, email, or in person
• Troubleshoot and resolve hardware and software issues
• Install and configure new equipment and software
• Maintain and update existing systems
• Train users in new technology and software Service Delivery Management:
• Manage service requests and ensure timely resolution
• Monitor service performance and identify areas for improvement
• Collaborate with other teams to implement service improvements
• Develop and maintain service level agreements (SLAs), Customer Relationship Management
• Build and maintain relationships with customers
• Understand customer needs and provide solutions
• Gather feedback and address any concerns or issues
• Communicate service updates and changes to customers Documentation and Reporting: Document all service requests and resolutions
• Maintain accurate inventory of equipment and software
• Generate reports on service performance and customer satisfaction
• Identify trends and make recommendations for improvement Project Management:
• Assist in planning and implementing IT projects including but not limited to Network upgrade/dressing, manufacturing machine / IT tool support, UPS, and AV-related support.
• Coordinate with cross-function team members and stakeholders to ensure project success
• Monitor project progress and adjust plans as needed
• Provide updates and reports to management on project status Quality Assurance:
• Ensure all services and processes meet quality standards
• Conduct regular audits and reviews to identify any issues or areas for improvement
• Implement corrective actions as needed to maintain quality standards
• Stay updated on industry best practices and incorporate them into service delivery processes.

Skills:

• Hardware & Software Troubleshooting
• Microsoft Ecosystem Expertise (Microsoft M365 or Office 365 or Active Directory or Directory Services)
• Networking Fundamentals (TCP/IP, DNS, DHCP, Cisco networking)
• ServiceNow ticketing system
• System Installation & Configuration

Education/Experience:

• Bachelor’s degree in Computer Science, Information Technology, or a related field with at least 3-5 years experience or equivalent work experience that provides exposure to fundamental theories, principles, and concepts.
• Proficiency in troubleshooting and resolving issues with computer systems, networking, and various software applications.
• Strong customer service skills with the ability to communicate effectively with nontechnical users.
• Industry certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or ITIL Foundation are highly desirable.

Job Tags

Similar Jobs