Job Board

GENERAL SUMMARY:
The Senior Helpdesk Consultant is responsible for attaining maximum utilization of internal and associate technical resources through daily workings of service requests. The Helpdesk Consultant will also assist with on-site support if needed.

Core Duties and Responsibilities:
The Senior Helpdesk Consultant position is a key contributor in the success of ensuring client satisfaction. This is achieved by proper follow-through, triaging, managing of service requests, and helping in managing client expectations.
• Respond to client-initiated requests for remedial support through our ticketing system
• Timely entry of support details within the respective client ticket
• Respond to system alerts with diagnostics and remediation
• Remediation of backup failures and recommendations for backup process improvements
• Identification, understanding and support of each client’s end point protection strategy
• Participation in weekly team meetings
• Creating or modifying technical operating procedures and process documentation
• Escalation Point for all service tickets

Knowledge, Skills, and/or Abilities Required:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
• Excellent listening and communications skills, both verbal and written
• Strong customer relationship skills
• Organized, detail oriented and self-motivated
• Ability to work on multiple priorities and/or projects simultaneously
• Experience providing desktop support to non-technical users of Microsoft Office and other business applications
• Experience working with Windows OS and Mac OS
• Experience providing support for handheld devices including Apple and Android
• Experience Troubleshooting LANs, WLANs and WANs
• Ability to build positive and collaborative relationships
• Experience providing support for networked printers
• Ability to work with little supervision
• Ability to lead and mentor other team members
• Ability to lead a project and oversee completion
• Willingness to develop professionally

Expected Outcomes:
• Improve customer service, perception, and satisfaction. CSAT score > 90%
• Quickly respond to customer requests
• Ability to work in a team and communicate effectively
• Improve usage and increase productivity of IT support resources
• Maximize utilization of your time. Utilization > 70%