As the Level 1 Helpdesk you will be acting as the first point of contact for our IT Support Team. You will answer phone calls, emails, and ticket requests and process all Level 1 functions. You will be responsible for coordinating the escalation of support ticket requests to the Level 2 and Level 3 teams as necessary. As part of a dynamic organization you can expect that your duties will shift or grow from time to time.

Responsibilities Include:

• Monitoring IT Helpdesk email and creating support tickets as necessary
• Answering IT Helpdesk phone calls
• Monitoring IT Helpdesk support queue to process level 1 ticket requests
• Documenting and escalating level 2 and 3 tickets as necessary
• Documenting support calls in company ticketing system
• Managing user accounts across various company systems including Active Directory, Exchange 2010, and custom in-house systems
• Providing remote support by phone to various locations nationally for all level 1 support tickets
• Assisting with the management of mobile devices including setup and troubleshooting
• End user support for Microsoft Office applications
• Assisting with the setup of new computers with company standard configuration

Qualifications:

• Minimum 3 years’ experience in an IT helpdesk support role
• Experience with Windows Active Directory managing users and Exchange accounts

*Familiarity with Blackberry and iPhone smartphones *Excellent customer service skills *Strong written and verbal communication skills *Detail oriented with the ability to work in a fast-paced demanding environment

• Experience support Microsoft Windows, Office, and Outlook

*Proven ability to work independently as well as part of a diverse team

• Knowledge of networking concepts, TCP/IP, DNS, LAN, WAN, and internet connectivity