MINIMUM REQUIREMENTS/PREFERENCES:

• Minimum of 3 years in Support Desk Technician/Analyst position.
• Experience training, coaching and/or mentoring.
• Excellent Customer Service experience in a high volume, Technology Support Center.
• Lead or Supervisory/Management experience is a plus.
• Knowledge of Service Now system considered a Plus.
• A+ Certification preferred, but not required – other certifications a plus.
• Excellent understanding of Support Desk environment including SLA’s, operations, processes, etc.
• Exceptional understanding of LAN/WAN connectivity, PC software, Windows and Apple operating systems, web based applications, networks, hardware (peripherals) and software troubleshooting skills gained through experience and/or training.
• Ability to multi-task.
• Proven strength in positive listening, oral, and written communications with the ability to clearly and effectively communicate technical information to non-technical users.
• Superb communication skills with the ability to communicate effectively via documentation, telephone, and e-mail with peers in varying roles.
• Minimum of Associate’s degree or completion of Technical Program or equivalent experience. (HS diploma/GED required.)

KEY COMPETENCIES

• Customer Focus - Consistently responds to internal and external customer’s requests to properly identify and resolve concerns; understands how their job impacts the work processes of others
• Communication – Writes and speaks clearly, persuasively and informatively, listens and gets clarification, edits work for spelling and grammar, responds well to questions, documentation is crisp across all levels.
• Adaptability – Responds resourcefully to rapid change and ambiguity. Works constructively under pressure. Encourages change.
• Ethics / Acts with Integrity – Demonstrates principled leadership and sound business ethics. Shows consistency among values and builds trust with others through building credibility and follow-through on commitments.
• Interpersonal Relations– Effectively deals with supervisor, subordinates, peers and other business contacts. Relates to others in an open, friendly and cooperative manner.
• Sound Judgment– Applies broad knowledge when addressing complex issues. Defines issues clearly. Takes all critical information into account to make timely, tough decisions.
• Team Player - Works cooperatively, interfaces effectively; gains confidence and trust of others; recognizes strengths and limitations of self and others; focuses on performance of others rather than personality.
• Initiative - Assumes additional assignments without being told; can be counted on to follow through; accepts responsibility for completion of assignments; expends the effort and time to do the job well; continues professional development.