IT Technical Support Mid-Level

What you re good at:
" Excellent customer service skills
" Empathizing with the customer
" Understanding and Practicing Emotional Intelligence (EQ)
" Great oral and written communication skills
" Having a friendly presence and helpful attitude; strong interpersonal skills and ability to work well with others
" Demonstrating professional etiquette in the use of phones and chat
" Communicating complex technical issues in an easy-to-understand manner to customers with minimal technical knowledge
" Meeting or exceeding defined objectives and metrics (e.g.: talk time, wrap time, first contact resolution, chats per hour, quality assurance evaluations)
" Multi-tasking and using organizational tools effectively in a constantly changing environment
" Executing the defined Service Desk processes with a strong attention to detail
" Receiving constructive feedback and demonstrating improvement
" Being disciplined in adhering to schedules (sign-on, sign-off, break times, etc.)
" Asking direct, relevant, and probing questions
" Providing concise information and settings expectations
Responsibilities:
" Diagnose and troubleshoot end user desktop application issues and provide appropriate solution
" Ensure customer satisfaction through timely resolution of problems or escalation to a 2nd level team
" Provide incident status updates to management and end-users per service level guidelines
" Support and maintain effective relationships with users
" Provide support for end user computing devices (PCs, laptops, printers, cell phones, and tablets)
" Support end users in their use of applications such as Microsoft Office, CRM, VPN, Citrix, and MDM (mobile device management)
" Perform account management and maintenance for various applications and systems (e.g., create or modify user accounts and permissions, perform password resets).
" Communicate with customers at all levels of technical and non-technical skills sets
" Follow all standard operating procedures (SOP) through the effective use of Knowledge management.
What you have
" Required Experience:
o 3 - 5 years of experience working in a service desk or customer service environment
o 3 - 5 years of technical support experience
o 3 - 5 years of phone and/or chat support experience
o Experience using ITSM platforms (SmartIT / Remedy, ServiceNow, Cherwell) and remote support tools (SCCM, Software Center, Client Center Configuration Manager, ADUC)
o Working knowledge of PC technical support, systems administration, networking, Windows, macOS, iOS, and iPadOS
o Bachelor s or Associates degree in Information Technology or a related field is a plus
o CompTIA, ITIL, KCS, CSI and Microsoft certifications are a plus

Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.