Role: IT Service Desk Technician / IT Help Desk Support

Location: Cleveland, OH

As a crucial technical asset within our organization, the IT Senior Service Desk Technician plays a key role in providing desktop support, facilitating effective communication, offering expert troubleshooting, and ensuring prompt resolution of end-user PC, laptops, and desktop requests within a collaborative support desk environment.

Basic Functions:

• Provide IT support for technical issues related to Microsoft's core business applications, as well as virtual environments built on Microsoft, VMware, Hyper-V, etc.
• Manage service and project tickets following internal procedures.
• Design, implement, and support services for Microsoft-related technologies such as Windows Server, Office 365, SQL, SharePoint, etc.
• Engineer and implement system solutions tailored to meet customer needs.
• Implement and support disaster recovery solutions.
• Offer technical services and support at the network level, including WAN and LAN connectivity, routers, firewalls, and security issues escalated from the help desk.
• Implement and support remote access solutions, including VPN and Terminal Services.
• Provide system documentation and consulting services, including system reviews and recommendations.
• Communicate with customers as needed, keeping them informed of incident progress, notifying them of impending changes, and agreed-upon outages.

Additional Duties and Responsibilities:

• Enhance customer service, perception, and satisfaction.
• Work effectively within a team and communicate efficiently.
• Escalate service or project issues that cannot be completed within agreed service levels.
• Demonstrate business awareness, with specific knowledge of how IT relates to customer business strategy and goals.
• Develop in-depth knowledge of the service catalog and its relevance to customer needs.
• Document internal processes and procedures related to duties and responsibilities.

Knowledge, Skills, and/or Abilities Required:

• Possess professional IT certifications or a degree in Computer Science or a related field.
• Demonstrate strong interpersonal skills, including telephony skills, communication skills, active listening, and customer care.
• Exhibit strong diagnostic skills for technical issues.
• Ability to multitask and adapt quickly to changes.
• Technical awareness, with the ability to match resources to technical issues appropriately.
• Service awareness of all key IT services provided by the organization.
• Understanding of support tools, techniques, and the use of technology to provide IT services.
• Typing skills for quick and accurate entry of service request details.
• Self-motivated with the ability to thrive in a fast-moving environment.

Additional Information:

• Excellent verbal and written communication skills.
• Proficient in diagnosing a wide array of technical issues in an ever-changing environment.
• Strong knowledge of Windows operating systems.
• Advanced knowledge of Windows Server.
• Experience with Microsoft Office 365.
• Advanced knowledge of network switches, routers, and firewalls is required.
• Virtualization experience with Microsoft Hyper-V and/or VMWare is essential.
• Strong troubleshooting skills, initiative, and professionalism are of utmost importance.

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Contact: John at john@emeraldresourcegroup.com.