Posting Date

Responsibilities and duties

  • Field, diagnose, and troubleshoot incoming customer requests and issues via the phone, email and ticketing system
  • Receive, process and respond to Help Desk tickets received from ticketing system
  • Provide timely completion of requests and resolution of problems; escalate those issues that cannot be handled directly to appropriate technical personnel
  • Follow documented operating procedures and customer service guidelines for Help Desk support
  • Effectively troubleshoot and solve desktop hardware and software issues
  • Provide support and troubleshooting for requests from Everence employees and customers while establishing issue priorities and expediting resolutions
  • Provide support for Microsoft Office products, Windows environments and various other software needs
  • Assist with client machine setups, user profile configurations, upgrades, etc.
  • Coordinate systems operations, which includes assisting the IT Computer Operator and monitoring for system messages
  • Complete other tasks as assigned by the IT User Support Manager

Qualifications

Education:

Associate degree or higher in Computer Science or equivalent work experience required. 

Skills and Abilities:

  • Highly relational.
  • Exceptional customer service, including being courteous and respectful.
  • Highly organized, disciplined in time management and setting priorities.
  • Flexible to respond to multiple requests being sent simultaneously.
  • Strong communication and documentation skills.
  • Ability to mentor/teach others adapting to their respective levels of skill/knowledge.
  • Committed to continuous learning and growth.
  • Ability to identify and solve problems effectively.
  • Able to pick up technical concepts quickly.
  • Willingness to be on call off hours.
  • Proficient with Microsoft Office Suite or related software
  • Associate degree or higher in Computer Science or equivalent work experience required
  • A+, Network+, and/or similar certifications helpful

Supervisory responsibilities

None

Schedule

This is a full-time position (40 hours/week).

Location

Goshen, IN – Corporate Office

Apply online