Posting Date

Responsibilities and duties

  1. Fielding, diagnosing, and troubleshooting incoming customer requests and issues via the phone and email.
  2. Provides timely completion of requests and resolution of problems or escalation of those that cannot be handled directly to appropriate technical personnel.
  3. Follows documented operating procedures and customer service guidelines for Help Desk support.
  4. Receive, process and respond to Help Desk tickets received from ticketing system.
  5. Effectively troubleshoot and solve desktop hardware and software issues.
  6. Provide support and troubleshooting for Everence employees/customers’ requests while establishing issue priorities and expediting resolutions.
  7. Provide support for Microsoft Office products, Windows environments, and various other software needs.
  8. Assist with client machine setups and user profile configurations, upgrades, etc.
  9. Coordinate systems operations, which includes assisting the IT Computer Operator and monitoring for system messages.
  10. Other tasks as assigned by the IT User Support Manager.

Qualifications

Education

Associate degree or higher or equivalent work experience required

Skills and abilities

  1. Highly relational.
  2. Exceptional customer service, including being courteous and respectful.
  3. Highly organized, disciplined in time management and setting priorities.
  4. Flexible to respond to multiple requests being send simultaneously.
  5. Strong communication and documentation skills.
  6. Ability to mentor/teach others adapting to their respective levels of skill/ knowledge.
  7. Committed to continuous learning and growth.
  8. Ability to identify and solve problems effectively.
  9. Able to pick up technical concepts quickly.
  10. Willingness to be on call off hours.

Supervisory responsibilities

None

Schedule

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

Location

Goshen, IN – Corporate Office 


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