Desktop Support Administrator in Warrenville, IL at Pettibone LLC

Date Posted: 2/11/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Experience:
    Not Specified
  • Date Posted:
    2/11/2020

Job Description

Key Responsibilities:

  • Develop service strategy to mitigate software, hardware, and networking issues
  • Troubleshoot and resolve IT issues via phone, web, and in-person channels
  • Ensure all incidents are resolved against SLAs
  • Report on health of the help desk and support using uptime and ticket-related performance metrics
  • Partner with IT and business personnel to discuss the impact of incidents on products and services
  • Track and report all open and closed incidents to leadership teams
  • Develop business support standards, processes and procedures, and guidelines for incident management
  • Evaluate trade-offs between issues using value, impact, and risk criteria
  • Proactively learn and train other staff members on new product and service technologies

Soft Skills:

  • Strong customer service ethic
  • Ability to prioritize and quickly resolve issues
  • Excellent verbal communication skills
  • Excellent analytical and problem solving skills
  • Effective prioritization and project management skills

Technical Skills:

  • Experience using help desk ticketing software
  • Experience with incident troubleshooting and escalation
  • Experience with Microsoft Cloud services
  • Familiarity with ITILv3 or related service delivery frameworks