The position's primary responsibility is to provide high quality customer focused service and support to the user community at CIM Group. This position will serve as a role model within the Service Desk group. The position also assists with infrastructure support tasks, performing problem management, leading and contributing to projects, and working with other senior members of the group to implement or upgrade platforms.
ESSENTIAL FUNCTIONS:Responsible for end to end communication and incident follow up response to Service Desk tickets via email, phone, and in personResponsible for response, communication and follow up of Service Desk tickets via email, phone, and in person as part of the Service Desk function.Responsible for responding to requests and provisioning access for Windows-based accountsResponsible for provisioning Windows accounts for all CIM New Hire requests Investigate, diagnose, and resolve or escalate to appropriate teams, technical requests from users and follow up through resolution.Maintain awareness of trends analysis to identify and escalate major incidents and problems and escalate quickly.Configure, onboard and maintain small office network equipmentParticipate in rolling out applications individually and through SCCM centralized Desktop deploymentCreate and present training to end users on hardware/software applications individually and to small groups.Request purchase of equipment through inventory control.Assist with Asset management/inventory managementGive input into process improvement including Service Now enhancements for better client servicing.
NON-ESSENTIAL FUNCTIONS:Software implementation using group policyAssist in administrative tasks with SharePoint, VMWare serversStay current on latest industry trends, technology, and platformsAbility to lift/carry/push/pull up to 50 lbs. of equipment. Ability to push or pull up to 50 lbs. Ability to walk or stand for extended periods of timeAbility to crawl under desks to remove and install PC hardware and perform cable management duties Ability to work nights and weekends participate in on call rotation. Must be detail orientedSome travel is required to remote sites
EDUCATION/EXPERIENCE REQUIREMENTS: Bachelor’s Degree, in any disciplineMinimum four years’ experience in a client-focused customer-oriented service and support/technical roleIT Certifications a Plus (Microsoft, Apple, ITIL, PMI)
COMMUNICATION SKILL REQUIREMENTS:Ability to address and communicate in a customer friendly manner, all interactions with team members and users/clients.Ability to read and write correspondence and reportsAbility to effectively and respectfully present information to customers, clients, employees, and vendorsAbility to read and interpret documentation such as white papers, knowledgebase articles, and operation manualsExcellent verbal, non-verbal and written communication with end usersAbility to translate technical information into a manner that end users can understand
MATHEMATICAL SKILL REQUIREMENTS:Ability to perform basic math without the use of a calculator (add, subtract, multiple, and divide)Ability to understand computing numbers (megabytes, gigabytes, binary numbers)
REASONING SKILL REQUIREMENTS:Ability to apply common-sense understanding to carry out instructionsAbility to solve practical problemsAbility to define problems, collect data, establish facts, and draw conclusionsAbility to use deductive reasoning to identify problems and offer solutionsManage many short-term tasks and long-term projects concurrentlyAbility to adapt to specific situations and provide creative solutionsAbility to prioritize tasks and escalate to a senior member of the team as necessary
TECHNICAL SKILL REQUIREMENTS:Proficient- knowledge of Microsoft Desktop Operating systems Proficient- knowledge of supporting Microsoft Office softwareProficient-level knowledge of network fundamentals (IP, gateway, DNS, routing)Proficient-level knowledge of Microsoft Server operating systemsProficient-level knowledge of Exchange ActiveSyncEntry-level knowledge with Cisco routers, firewalls, IOSEntry-level knowledge with virtualization technology is helpful (VMWare, Citrix, HyperV)Working knowledge of various email systems & protocols (Exchange, IMAP)Working knowledge of Active Directory
PERFORMANCE METRICS:Role model example for excellence in customer service.Accuracy, reliability and timeliness of work product. Excellent customer satisfaction based on feedback as well as team and manager observations.Adherence and valuable input into department policies and procedures for efficient and effective service.