Service Desk Technician

SUMMARY: Within this role, you will be primarily responsible for providing Tier 1/2 support for mobile device (Android preferred/IOS ok too) including deployment, support, upgrades. Must have outlook config experience, Android/Outlook preferred. Support team by triaging and processing requests from clients via telephone and e-mail.

• Support Mobile device upgrade/deployment projects (Android/IOS)

• Answers incoming customer telephone calls and emails in a courteous and professional manner.

• Assists customers/end users with questions on product installation, usage, and implementation.
• Troubleshooting of end user technical issues, including issues with Microsoft Office applications, Windows 10 operating system, and 3rd party applications.
• Responds to and investigates customer/end user inquiries, concerns, and issues via phone and e-mail in a timely and courteous manner.
• Answers customer inquiries and provides appropriate technical and/or product related information and troubleshooting processes.
• Effectively communicates customer issues and concerns to all applicable internal staff members.
• Escalation of issues to senior team members and/or vendor support teams as needed
• Complete initial troubleshooting on an issue you feel less than knowledgeable on
• Documents all contacts, actions, and responses in customer database and ticketing system.

• Minimum of 2-5years experience supporting end users and troubleshooting related technology issues.
• Excellent customer service skills

• Proficient with troubleshooting Microsoft Office, Outlook, Android/IOS mobile device management

• Ability to work independently and as a member of various teams and committees.
• Ability to understand and follow written and verbal instructions
• Acute attention to detail

• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm. • Ability to effectively communicate with people at all levels and from various backgrounds.
• DependabilityFollows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.