Senior IT Helpdesk Specialist

Responsibilities:

1. Acting as the first point in providing support in-house and at client locations (remote, onsite fill-in, or assignment).
2. Identifying inquiries/problems and providing support &updates to all users on progress and completion of requests focused on VIP/Senior Management in head office and other occasional local/regional sites.
3. Identifying, researching, and resolving technical problems on all corporate levels.
4. Providing desktop support for computers and software through phone and direct contact with all users focused on VIP/Senior Management clients.
5. Installing, repairing, and configuring PCs, peripherals, and other end user equipment including, phones, cell phones, MACs, iPhones and iPads.
6. Maintaining documentation for all helpdesk and end user processes and procedures related to VIP/Senior Management and all users.
7. Taking initiative and driving all aspects of the product in order to meet business unit requirements and deliver superior client satisfaction.
8. Working with the business unit and/or application owner to provide acceptance testing on developed features to ensure all business and functional requirements have been met.
9. Provide accurate information on IT products & services to all users.
10. Direct unresolved issues to the next level of support personnel
11. Follow-up and update end user’s status and information
12. Pass on any feedback or suggestions by customers to the appropriate internal team

Qualifications:

• Excellent English with a Bachelor's Degree in Computer Science or related field.
• Proficiency in English is a Must
• Minimum 4 years of desktop support experience in Helpdesk for both phone and desk side support in a Windows enterprise environment.
• Minimum 2-3 years of experience in a VIP support capacity
• End-user oriented.
• Able to adapt with different working conditions/locations.
• Experience using IT Service management applications like ServiceNow or similar.
• Proven experience with Windows 10 and MS Office 365.
• Experience in configuring and supporting iPhone, iPad and Android devices in Microsoft Exchange based networks.
• Experience with AV, WebEx and/or Zoom (configuration and support).
• Working knowledge of TCP/IP networks and internet protocols.
• Excellent interpersonal and customer service skills.
• Strong written and verbal communication skills.
• Excellent time management skills, motivated, reliable, and a self-starter.
• Problem Solver & excellent trouble shooting skills.
• Able to work extended and flexible hours.

Additional Qualifications:

• Understanding of Active Directory environment.
• Cisco IP Telephony phone administration experience.
• Global Protect VPN troubleshooting experience.
• RSA or similar two-factor authentication method experience.
• Citrix Workspace experience.
• Extensive experience working in a 700-user enterprise environment.
• A+ and N+ or other industry-related certifications
• Meeting rooms AV equipment
• Apple Macintosh Windows Experience
• Knowledge of a variety of Service Industry ticketing/work order generating and tracking systems.
• Asset Management experience
• ITIL v4 Foundations Certification
• VIP and/or C-level executive support specialization.