Core Function:

This role will be expected to handle high-stress situations involving problem diagnosis and client relationship management. This role serves as the liaison between assigned support areas and other areas of technology to ensure quick and efficient resolution of any problems. A key area of responsibility is resolving client technology-related problems in areas supported.

• Load and reload, configure, and update anti-virus and virus scan software on desktop/laptop as required;

• Assist with identification and remediation of Windows and Macintosh desktop/ laptop already infected with computer virus;

• Load, configure, and update Virtual Private Network (VPN) and RESCUE software on desktop/laptop as required;

• None

• Must be detailed-oriented, able to handle a variety of tasks in an efficient, accurate manner within deadlines.

• Demonstrate strong customer service skills - as well as the ability to communicate professionally with a sense of urgency and empathy to the affected user.

• Must possess exceptional written and verbal communication skills (in English).

• Ability to quickly learn and acquire expertise in client's custom applications.

• Self-starter, strong organizational skills and ability to prioritize workload -- someone who is energized by helping people and making things happen.

• Knowledge of ServiceNow preferred -- experience with similar ticket-tracking/request system workflow tool considered.

• Excellent understanding of technology and the role of the "client" in relation to the larger IT infrastructure.

• Team player who is invested in and strives to maximize team/department performance.

• The ability to lift and move 35 pounds.

Mental DemandsWhile performing the duties of this class, employees are regularly required to effectively use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; use math and mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple, concurrent tasks; and interact with colleagues, Clients and Vendors. Specific incumbent must maintain composure in a fast paced, high quality environment where personal and team accountabilities are the defining factors.

General office environment

Work is generally sedentary in nature, but may require standing and walking for up to 10% of the time. Work is generally performed within an office environment, with standard office equipment available.