Manage assigned support queues for all technology issues
Field incoming help requests from end users via both telephone and work orders in a courteous manner
Troubleshoot basic Windows and computer hardware-related issues
Perform fixes such as upgrading software and implementing file backups
Apply diagnostic utilities to aid in troubleshooting
Access software updates, drivers, knowledge bases and frequently asked questions resources on the internet to aid in problem resolution
Record, track and document the help desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken, through to the final resolution
Document all pertinent end user identification information, including name, team, contact information and nature of problem or issue
Review, create and update documentation in shared knowledge base
Build a rapport and elicit problem details from help desk customers
Prioritize and schedule problems and escalate problems when required to the appropriately experienced technician
Identify and learn appropriate software and hardware used and supported by the organization
Test fixes to ensure the problem has been adequately resolved and perform post-resolution follow-ups to help requests
Develop help sheets and knowledge base articles for end users
Required:
1 year of experience with desktop operating systems, including Windows and Mac OS X
1 year of application support experience
1 year of direct customer service experience
1 year of support experience, troubleshooting hardware and software problems
1 year of professional experience with current Windows OS, Apple OS and hardware, Microsoft Office suite as well as Enterprise email and communication tools
Proficiency in the Microsoft Office suite
Knowledge of basic computer hardware
GalaxE.Solutions
Celebrating 30 years of excellence, GalaxE has pioneered the use of automation to achieve enterprise business transformation and mission-critical change for some of the largest companies in the world.
We are always looking for passionate, entrepreneurial-minded innovators and disrupters; game-changers that take ownership in the work they produce and bring it each and every day. Working with like-minded team members you will get a chance to discover, develop and use cutting-edge technologies to transform the way we deliver creative business solutions.
Sound like you? Join us, and find out for yourself what it means for you, and your career, to be part of the GalaxE team. Let's build something, together. #WeAreGalaxE, #CoolAutomation
Equal Opportunity Employer/Veterans/Disabled
Job ID: 2020-9262
Work Location (City/State): Detroit, MI (remote to start)
External Company URL: http://www.galaxe.com/
Street: 1050 Woodward Ave.