IT - Technical Support - Mid-Level

Service Desk Technician What you're good at: Excellent customer service skills Empathizing with the customer Understanding and practicing emotional intelligence (EQ) Great oral and written communication skills Having a friendly presence and helpful attitude; strong interpersonal skills and ability to work well with others Demonstrating professional etiquette in the use of phones and chat Communicating complex technical issues in an easy-to-understand manner to customers with minimal technical knowledge Meeting or exceeding defined objectives and metrics (e.g.: talk time, wrap time, first contact resolution, chats per hour, quality assurance evaluations) Multi-tasking and using organizational tools effectively in a constantly changing environment Executing the defined Service Desk processes with a strong attention to detail Receiving constructive feedback and demonstrating improvement Being disciplined in adhering to schedules (sign-on, sign-off, break times, etc.) Asking direct, relevant, and probing questions Providing concise information and setting expectations Responsibilities: Diagnose and troubleshoot end user desktop application issues and provide appropriate solution Ensure customer satisfaction through timely resolution of problems or escalation to a 2nd level team Provide incident status updates to management and end-users per service level guidelines Support and maintain effective relationships with users Provide support for end user computing devices (PCs, laptops, printers, cell phones, and tablets) Support end users in their use of applications such as Microsoft Office, CRM, VPN, Citrix, and MDM (mobile device management) Perform account management and maintenance for various applications and systems (e.g., create or modify user accounts and permissions, perform password resets) Communicate with customers at all levels of technical and non-technical skills sets Follow all standard operating procedures (SOP) through the effective use of Knowledge management What you have: 3 - 5 years of experience working in a service desk or customer service environment 3 - 5 years of technical support experience 3 - 5 years of phone and/or chat support experience Experience using ITSM platforms (SmartIT / Remedy, ServiceNow, Cherwell) and remote support tools (SCCM, Software Center, Client Center Configuration Manager, ADUC) Working knowledge of PC technical support, systems administration, networking, Windows, macOS, iOS, and iPadOS Bachelor's or Associates degree in Information Technology or a related field is a plus CompTIA, ITIL, KCS, CSI and Microsoft certifications are a plus "Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans."