Technician I, Help Desk

•Summary•_

Summary:

_ On-site support tier 1&2 levels technical issues for remote or in-person end users. You must have excellent problem-solving skills, communication and interpersonal skills, along with patience, a customer-friendly attitude and the ability to work in a team environment. Experience with Microsoft O365 services and desktop supports. Customer-oriented experience and strong patience to deal with difficult customers and issues. This position requires the candidate to be onsite full-time. •Responsibilities•_

Duties and Responsibilities:

_ + Responsible for problem intake through ServiceNow ticketing system, email, in person or other communication methods. + Accept initial trouble reports; providing problem documentation and reporting services; diagnosing and resolving desktop, printer, mobile device, and LAN hardware and software problems. + Maintain a high level of customer service by accepting and documenting complaints, managing customer follow ups and contacts, and providing proactive updates to customers. + Documenting Standard Operating Procedures (SOP) related to support. + Assist the customer through the problem-solving process and follow-up with resolution verifications. + Responsible for initial trouble report of LAN connectivity problems before escalating to network team. + Support Polycom Teams desk telephone. + Support onsite HP/Poly telephone and conference rooms AV equipment. + Must be able to participate in bi-monthly on-call help desk rotation.

Responsibility includes:

+ 1) delegation and assigning tickets during work week and 2) monitor and support high priority requests after hours. + Monitor site network equipment as needed. + Other duties as assigned •Qualifications•_

Minimum Qualifications:

_ (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.) + An associates degree in computer science or related field is preferred. + Minimum of 2 years experience with desktop support. + Minimum of 1 year supporting Microsoft O365 + Minimum of 1-year experience administrating Windows 10 + Minimum of 2 years experience creating Active Directory accounts + Must have at least one CompTIA A+, CompTIA Network+ or current Microsoft Certification _

Knowledge, Skills and Abilities:

_ + Strong customer service and team skills proven customer interaction and customer support experience. + Excellent customer service skills with the ability to multi-task. + Must have the ability to rely on experience to correct technical problems. + Identifies and resolves problems in a timely manner. + Gathers and analyzes information skillfully and develops alternative solutions. + Ability to work well in group problem solving situations. + Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. + Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public. _

Physical Demands:

_ (The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.) + While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee may use repeated motions that include the arms, wrists, hands and/or fingers. The employee is occasionally required to walk, stand, climb, balance, stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision. _

Work Environment:

_ (The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.) + The employee will normally work in a temperature-controlled office environment, with frequent exposure to electronic office equipment. + During visits to areas of operations, may be exposed to extreme cold or hot weather conditions. Is occasionally exposed to fumes or airborne particles, toxic or caustic chemicals, and loud noise. Chenega Corporation and family of companies is an EOE. Equal Opportunity Employer/Veterans/Disabled Native preference under

PL 93-638.

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