Location Remote
Responsibilities
Job Description:
Resolving escalated Service Desk tickets
Managing Service Desk workflow and serving as point of contact for Service Desk in absence of Director of Operations
Teaching escalated ticket resolution strategies and methodologies to Service Desk technicians
Preventing service failures by prioritizing quick close tickets, including unassigned
Updating clients or team members on progress and ETA for resolution
Managing Ticket Workflow With Service Coordinator, Including
- Ensuring response time KPI using Start Tick code
- Moving appropriate tickets to flight queue
- Marking tickets awaiting confirmation
- Anticipating needs of Service Desk technicians
- Coordinating appropriately with TAMs regarding escalations and approvals
Updating Director of Operations or team if there is a Q1 as soon as possible
Identifying continuous improvement trends in tickets and proposing solutions
Troubleshoot PCs, servers, laptops, etc., with client representatives and peers
Complete tickets in a timely manner or engage with team for assistance
Follow Daily Technician Checklist to ensure continued focus on current tickets
Update clients clearly and professionally daily for anything outstanding
Watch for and address any urgent alerts
Review and update documentation
Follow time-tracking and ticket notes and use tools such as RMM, PSA, and standard troubleshooting techniques
Resolve issues thoroughly and quickly
Act as escalation resource
Recommend long-term solutions to reduce potential for future issues.
Assist in the on-call rotation for evenings/weekends (overtime)
Regularly meet with team and provide feedback on common issues
Complete training regularly or when requested by supervisor
Perform work both remotely and in the Groff NetWorks office
Be available to dispatch to client sites at any time when need arises
Qualifications
Bachelor s degree in a computer science discipline or an equivalent combination of education, certification, and work experience
5 - 7 years of IT Service Desk or similar experience progressively responsible project management or leadership experience in an IT environment, or an equivalent combination of education, certification, and work experience
Flexibility in time commitment and role / project assignment
Commitment to contributing to a mission-driven organization
Experience proving IT reassurance in a fast-paced environment
Customer service experience both over the phone and in person
Standard work hours availability
A valid driver s license and reliable transportation
Office365/SharePoint account management and troubleshooting
Preferred Technical Experience
- Office365/SharePoint account management and troubleshooting
- Active Directory Management and familiarity with User Groups and Group Policy
- Server 2008r2 to Server 2016 troubleshooting experience
- Experience in Remote Desktop Server (RDS) environments
- SonicWall/Meraki/ firewall hardware experience
- Switch/vLAN configuration experience
- Printer/networked peripherals connectivity troubleshooting experience
- Scan to email/Scan to folder
- Office Business Application experience
- Familiarity with Backup Disaster Recovery and file restoration
- Experience with Autotask
Attention to detail
Ability to sit or stand at a computer workstation for hours at a time
Manual dexterity for data entry using keypad, mouse, and other
Ability to accurately view computers and other electronic screens, with assistance as needed
Proficiency in written and spoken English
