Address
Form of workPosition Overview:
The person is responsible for providing first tier support to our internal customers through a ticketing system. He / she will assist with new project and facilitate the implementation of new hardware such as installing computers, printers, and scanners.
The position requires the individual to work independently under guidelines and defined service level agreement. He / she must be flexible to work night or weekend shift.
Location: Glendale, AZ
Job Purpose:
Objective of this position is to provide onsite and remote IT support for Conair associates. A key goal of this position is to promote the use of existing technology within the team as well as identify opportunities for process improvement with existing, or introduction of new technology.
Roles and Responsibilities:
- Perform day-to-day software and hardware support from call placement to problem resolution.
- Ability to manage, set up and understand multimedia and video conferencing equipment and processes.
- Responsibility for daily software and hardware problem solving.
- Responsibility for answering support calls and tickets using existing solutions.
- Responsibility for documenting tickets and solutions within ticketing system.
- Must be organized and follow company documentation policies exactly whenever changes are made.
- Perform support for VPN and Remote Access solutions.
- Perform support for iOS and Android devices for associates.
- Assist users with password resets using Active Directory.
- Responsibility for after-hours coverage on a rotating shift with other associates.
Performance Measures:
- Positive feedback on jobholder's responsiveness and helpfulness from associates when asked for "customer feedback".
- Prompt resolution of support tickets.
Knowledge/Skills/Competencies:
- In-depth knowledge of end user desktop issues in areas ranging from desktop support, multi-function printers, e-mail, mobile devices, Remote Support tools, application support, web technologies, videoconferencing, and IT security.
- Knowledge of Windows laptops and desktops.
- Knowledge of Ivanti Service Management and Ivanti Neurons a significant plus.
- Impeccable professionalism.
- Strong interpersonal, flexibility, adaptability, self-motivating, and innovation skills.
- Must be able to multi-task tickets and projects in a timely manner.
- Exceptional customer service, communication, and training skills.
- Ability to translate technical jargon to business language.
- Time management and organizational skills.
- Ability to provide training.
- Ability to write processes and understand technical documentation.
- Ability to work with a wide variety of end users at all levels of the company.
- Comfortable in ambiguous situations.
- Excellent teamwork both within US and globally, including the support of management direction and decisions.
