Helpdesk Technician (Onsite)

Education, Training & Professional Experience:ITSM Application and configuration experience needed.Background in configuring and maintaining Service Desk/Help Desk software and workflows.Experience with SQL and/or Crystal reporting. 5+ years of customer service and technical experience preferred OR equivalent combination of systems certifications, education and experience. Working knowledge of Windows based PC and application software - MS Office 2010 / 2013, MS Exchange, Internet Explorer, Cisco VPN Proficiency in Microsoft Office and O365 General networking knowledge (Ethernet, Wi-Fi) Proficient in Active Directory Proficient in knowledge and support of a Citrix Environment Critical incident management process, and tracking of critical issues. Opening a bridge call as required to resolve system outages. SkillsEssential Functions: ITSM Application and configuration. Configure and maintaining Service Desk/Help Desk software, workflows, SelfService ticket website, and end user training Create and schedule reports using SQL and/or Crystal reporting. Responds to telephone calls, email and in-person requests for technical support. 2. Enter tickets in Service Desk ticketing software and accurately categorize, prioritize and record information about requests. 3. Troubleshoot and resolve issues related to pc hardware and software, printers, RF terminals and scanners and other end-user computing equipment in a timely fashion. 4. Direct Critical Incident Management process as needed. 5. Provide 1st level application support and troubleshooting as needed. 6. Provide end-user training on software, hardware and business applications to allow users to become increasingly more self-sufficient. 7. Monitor system alerts to ensure action is taken on critical alerts and system failures. 8. Build and maintain IT and customer knowledge base to improve user and 1st level resolution. 9. Play an active role in acting as project coordinator in developing, maintaining and documenting Service Desk processes and procedures 10. Participate in weekly team meetings and one-on-one manager / technician meetings 11. Other duties as requested.Position Incentives Additional RequirementsKnowledge & Employment Standards: Excellent verbal and written communication skills. Ability to work in team-oriented environment with excellent customer service skills. Ability to multi-task and manage shifting priorities Self-motivated and directed with keen attention to detail and ability to follow-up in a timely fashion. Robust analytical and trouble-shooting skills.