**BASIC RESPONSIBILITIES**- Which includes but not limited to, Software Installation, Configuration, Account configuration, Operating System configuration.- Ensures a timely resolution and/or escalation to non-resolvable issues to higher-level teams- Issues and Requests not part of standard guidelines is expected to be researched and information gathered is shared among team members.- Utilize Remote Connection Tools to Resolve Issues and Fulfill Requests- Follow Standard Procedures for Proper Escalation of Unresolved Issues to the Appropriate teams- Document Solution and Communication with the customer in a Standard Ticketing System- Contribute Knowledge Articles and Propose Possible training opportunities- Research, Test and Document Solutions for Standard or Non-Standard Software, Business Applications or hardware questions, issues, problems, and failures**Education**BS Computer Engineering/ Information Technology or Relevant Work Experience**QUALIFICATIONS**- +3 to 4 years' experience as an IT Subject Matter Expert, Local Desk Side Support or Service Desk Analyst- Experience in providing Remote Desk Side Support- Demonstrated intermediate knowledge and experience of the following platform/technology:- Windows Operating System (Microsoft Active Directory)- MS Office Products- Service Now- Oracle Applications- JDE- ITIL v4 Foundation- Good written and oral communication skills- Experience in Global Support- Customer Service Oriented- Teamwork & Collaboration- Process Orientation- Critical Analysis- Professional Interpersonal Skills- Perform multiple tasks in a timely manner**EXPERIENCE /SKILLS**- Knowledgeable in supporting and troubleshooting of Microsoft Windows Operating Systems (7 to latest)- Knowledgeable in supporting and troubleshooting of laptop/desktop computer- Knowledgeable in supporting and troubleshooting of Microsoft Office Suite (e.g., Outlook, Word, Excel, etc. )- Knowledgeable in supporting, troubleshooting, and configuring internet browsers (e.g., Internet Explorer, Chrome, etc. )- Knowledge in troubleshooting Network Connectivity and VPN related issue- Knowledge in creating and deploying Ivanti LanDesk packages a plus- Ability to assess and respond to urgent issues in a competent manner- Demonstrates desire towards learning new technologies and maintaining industry standards- Good customer service skills- Ability to identify, analyze and resolve common technical issues, questions, and problems.- Good organizational skills with the ability to prioritize multiple tasks- Highly motivated and the ability to work with mínimal supervision- Strong analytical skills with the ability to collaborate and solve problems- Establishes and maintains positive and effective work relationships with co-workers, clients, and members
