Service Desk Agent II

Standard Process Inc.•Town of Palmyra, WI

5h•Onsite

About The Position

Under the direction of the Manager, Service Desk, the Service Desk Agent II provides the second line of computer support to internal and external customers in a Microsoft based environment. Support tickets are tracked and prioritized then resolved or escalated to other technicians based on case details and support level agreements. This position may be on call weekends and evenings as the business requires.

Requirements

Bachelors or Associates degree in Computer Information Systems required. Equivalent experience or in-progress education considered.
3+ years of experience
Track record of progressively increasing Service Desk support responsibilities
Team troubleshooting and communication
Phone Support role
Customer Service
Working in a Microsoft environment
SQL support experience.
Ability to troubleshoot software and hardware problems over the phone and in person
Hands on experience with supporting Microsoft core products (O365, Azure AD, SharePoint etc.)
Ability to effectively troubleshoot application and report issues (SQL)
Ability to effectively troubleshoot web connectivity and site issues
Knowledge of IP phone systems and support
Excellent and clear communication skills required
Ability to correctly identify root causes and identify patterns
Working technical knowledge of current protocols, operations systems and standards in the IT realm
Ability to prioritize incidents, projects and tasks to make sure company needs are being met
Ability to proactively identify emerging patterns to avoid large scale outages
Capability to work well independently
Ability to perform effectively under pressure
Customer oriented; friendly demeanor

Nice To Haves

MCSA, MCSE, ITIL, A+, NET+ certifications preferred

Responsibilities

Handle major business system usage and support incidents and problems (ERP, CRM, BI, WMS, eCommerce website, shipping systems, LIMS and more)
SQL support and troubleshooting.
Handle SQL reports and procedures
Desktop, laptop, and other end user device support.
Break/Fix, configuration issues, troubleshooting, software installations, and hardware repair.
Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistance from internal and external users experiencing problems with hardware, software, networking, and other computer-related technologies
Respond to incoming support calls as level 2 support. May respond as level 1 support if required. Ensures all incidents are resolved against SLAs.
Log and track calls using problem management database and related problem documentation.
Responds to failed jobs and error alerts
Intranet site administration and support.
Computer imaging and deployment.
Software packaging and deployment
Create and maintain knowledgebase and similar documentation of existing systems / upgrades
Maintain and extend printing infrastructure as needed
Administer passwords for supported systems
Audio / Visual support for events and meetings
Ad hoc Customer training
After hours work may be necessary for outages, upgrades and projects