Primary Responsibility:

Provide front-line technical support to end users on various technical issues and problems relating to hardware, software and peripherals. Identify, prioritize and log phone, email and web queries in the Service Desk ticketing software and then Identifies, researches, and resolves technical problems, as needed. Respond to, document and resolve service tickets in a timely manner according to SLA.

Essential Functions:
-Respond to telephone calls, email and in-person requests for technical support
-Enter tickets in Service Desk ticketing software and accurately categorize, prioritize and record information about requests
-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
-Direct Critical Incident Management process as needed
-Provide 1st level application support and troubleshooting as needed
-Monitor system alerts to ensure action is taken on critical alerts and system failures
-Build and maintain IT and customer knowledge base to improve user and 1st level resolution
-Support the creation and development of clearly documented Service Desk processes and procedures
-Participate in weekly team meetings and one-on-one manager / technician meetings
-Other duties as requested

Required Skills

Qualifications & Experience:
-3-5 years of customer service and technical experience preferred OR equivalent combination of systems certifications, education and experience
-Knowledge of Service Desk ticketing software
-Working knowledge of Windows based PC and application software Proficiency in Microsoft Office
-General networking knowledge (Ethernet, Wi-Fi)
-Proficient knowledge of Active Directory
-Citrix Environment experience / exposure preferred
-Knowledge of RF terminals and scanners (LXE, Teklogix, Intermec) preferred

Knowledge, Skills and Abilities:
-Strong verbal and written communication skills
-Ability to work in team-oriented environment with strong 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
-Strong analytical and trouble-shooting skills
-Proficient in all Service Desk department procedures
-Handle high priority issues
-Critical incident management process, and tracking of critical issues. Opening a bridge call as required to resolve system outages
-Requires the performance of work activities including reasoning, negotiating, instructing, persuading, or speaking with others; and respond appropriately to constructive feedback from management

Physical Requirements & Abilities:
-Requires the ability to sit for long periods of time, with frequent interruptions
-Requires several hours per day of sitting, getting up and down from chairs, and reaching, or bending
-Requires manual dexterity with normal hand and finger movements for typical office work
-Talking, hearing, and seeing are important elements of completing assigned tasks
-May require travel by automobile and airplane up for business
-May require a visit facility operations in temperatures at or below freezing
-May carry loads related to travel and occasionally lifts, carries, positions, or moves objects weighing up to 20 pounds
-Requires the use of various electronic tools
-Requires the ability to relate to others beyond giving and receiving instructions: must partner with colleagues without exhibiting behavioral extremes
-Requires the performance of work activities including reasoning, negotiating, instructing, persuading, or speaking with others; and respond appropriately to constructive feedback from executive management