Service Desk Associate III

SUMMARY

We are looking for an experienced Service Desk Associate III who can solve complex, third tier trouble tickets for end users.  This person is an excellent communicator who works well in a Team based environment and can manage working on multiple trouble tickets at once and be a mentor to others.  The Level III Associate is an expert at troubleshooting hardware and software issues with Microsoft Windows, Mac and mobile devices and possesses strong knowledge of networking, servers, and virtualization technologies.  As the highest tier of escalation, the Level III Associate must be capable of ultimately resolving all issues without the safety net of further escalation.  Often the issues must be raised with the Network Operations Center and third-party application vendors, but the ownership of the issue remains with the Level III Associate to the end.

Communication with clients and coworkers is mostly telephone, chat and video chat based. Work hours are fixed with designated start and end times.  Working from home and from office is flexible based on ability to maintain productivity.  

JOB RESPONSIBILITIES

• Answer third tier escalated trouble requests for clients via telephone, email, chat, and video chat.
  
• Provide technical support to end users on Windows, Mac, and mobile devices.
  
• Assist Level 1 and 2 technicians with issues and be a mentor who is eager to help others grow to your level. 
  
• Work independently and serve as the highest and final tier of escalation.
  
• Maintain SLAs to meet resolution and follow up metrics on all assigned tickets.
  
• Keep detailed, accurate work notes and time entries updated in real time throughout the day as work is performed.
  
• Keep client documentation up to date immediately as changes are made.
  
• Install, configure, and test workstation hardware.
  
• Configure file permissions, print services, remote access connections.
  
• Troubleshoot wired and wireless networking issues remotely.
  
• Perform advanced administration of enterprise email applications, including add/remove users and groups, configure calendar/folder/mailbox permissions, mail forwarding, aliases, and Outlook clients.
  
• Work with vendors and Clients to troubleshoot third-party applications.
  
• Troubleshoot issues and find creative solutions for Clients working with Microsoft Office and other productivity and line of business applications.
  
• Troubleshoot advanced Office 365 issues (Teams, SharePoint, Advanced Threat Protection, Power BI and Intune)
  
• Live the core values of the company in all facets of the job and in your interactions and communications with others both internal and external.
  
• Care Deeply – You can never spend too much time thinking about and worrying about the Client. The quality of our service begins and ends with caring.
  
• Innovate Relentlessly – There is always a way to improve.  Provide new ideas and look for a better way.  Remember there is always a first way to do the impossible.
  
• Service Sincerely – Our Client’s interests come first.  Replace self-pride with pride in client satisfaction.  Sincerity results in success.
  
• Collaborate Feverishly – Build bridges with your peers, partners and clients.  They are a treasured resource, crucial to your success.
  
• Listen Earnestly – When we listed to understand, not to reply, we share ideas and can then execute successfully for our clients.
  
• Improve Eternally – If we do not learn, we’ll always be in the same place.  Continuous development of your knowledge and skills is our sustainable competitive advantage.
  

QUALIFICATIONS

• 5+ years of customer service to IT end users
  
• 5+ years with computer hardware, software, and operating systems
  
• 5+ years with networking including firewalls, switches, routers, wireless access points.
  
• 5+ years Microsoft Office suite including Excel formulas, mail merges, Outlook profiles, contacts, groups, and mailbox rules.
  
• Prior experience in a Managed Services Provider (MSP) environment and/or IT consulting experience.
  
• Highly organized and able to multi-task in extremely stressful situations
  
• Ability to quickly learn new technologies using self-study materials and intuition.
  
• Ability to articulate technical information clearly and simply to non-technical people.
  
• Self-motivated, self-starting, and self-directed.
  
• Ability to work well on a team and independently.
  
• A+, Network +, CCNA, Microsoft certifications
  

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.
  
• Should be amenable to a permanent day shift schedule.