IT Service Desk – Phone Support

Sonoma Consulting is one of the fastest growing national IT Consulting and Executive Search company in the United States, which was founded in 2011 by Mark McGee, the President and CEO. Sonoma Consulting has two business divisions - IT Consulting Services & Executive Search to serve its 150 national clients which range from entrepreneurial start-ups to Global Fortune 500.

Under the guidance and direction of the IT Service Desk Manager, this position will be responsible for providing BOTH level 1 phone support and level 2 desktop support solving technical problems that arise within our user community. This position requires experience with Printers, Active Directory, Microsoft Office 2007/2010, Windows 7 / 10, TCP/IP, VPN, and other desktop support utilities.

Expectations include, but not limited to, meeting first call resolution, abandoned rate, average talk time and other key performance metric (KPI) goals and objectives. This position requires a unique blend of skills and aptitude capable of maintaining a positive and professional attitude in what can be a (sometimes) stressful environment. IT Service Desk Tech III’s will address the full spectrum of support issues presented to them with little frequency of escalation.

Responsibilities:

· Logs all incoming customer calls, and measures taken to troubleshoot and resolve, into the IT incident management system with clear, concise language.

· Analyses and resolves incidents and service requests from end-users in addition to all escalated issues in accordance with IT service level agreements.

· Troubleshoots the root cause of problems, not merely the symptoms, taking necessary actions to prevent problems from recurring.

· Assists users with, but not limited to, application issues, hardware problems, requests for hardware/software, mobile device/connectivity issues, passwords, LAN/WAN, new user accounts, access requests.

· Communicates directly with all levels of corporate and field based end-users, internal IT escalation partners and external 3rd party support vendors.

· Participates in technical discussions with other IT support teams.

· As required, conducts personal appointments with users to resolve their support issues.

· Informs the user community of global problems or scheduled downtime using standard communication procedures and templates.

· Advises both field and internal IT technical services of current trends and issues that may impact their services to end-users.

· Works collaboratively with other support staff to foster a TEAM environment.

· Promotes teamwork by mentoring other technicians, providing training, sharing information and providing constructive feedback.

· Contributes to the creation of new knowledge-base (KB) articles or the modification of existing articles to ensure IT resource tools are up to date.

· Participates in after-hours departmental staff meetings.

· Escalates incidents to the Incident Manager to ensure proper documentation is being tracked

· Monitors the overall operational activity of the Service Desk team to ensure adequate resources are available to support the needs of the business.

· Collaborates with the Service Desk Manager for administering staff performance reviews.

Requirements:

Requirements

Specialized knowledge required for this position:

· Excellent communicator, both written and verbal.

· Exceptional ‘soft skills’ that convey a sense of trust, competency, control and ownership with all customers.

· Proficient use of MS Office products.

· Custom report writing from SQL or similar database platforms.

· Active Directory administration.

· PC hardware and peripherals troubleshooting.

· Team scheduling using the Erlang or equivalent staffing model

Experience and/or education required for this position, including degrees, licensures or certificates:

· Associate’s degree in a related field.

· MCSE or other technical certification is preferred but may be substituted by equivalent experience.

· ITIL Foundation v3 or greater.

· CompTIA A+ or Network+ certification.

· Minimum 3 years of relevant IT Service Desk and desktop support work experience.

· Experience tracking the lifecycle of service requests using an incident management system.

· Experience and competency with facilitating end-user support over the telephone in a mid to large sized corporate environment.

· Experience supporting remote users with remote desktop utilities.

· Proven experience in problem analysis, training and documentation.

· Knowledge and experience with the construction materials industry is an asset.

All qualified applicants will receive consideration for employment without regard to race, color, religion, place of origin, ethnic origin, national origin, ancestry, age, sex, sexual orientation, gender identity, transgender status, genetic information, mental or physical disability, marital status, pregnancy, veteran status, or any other characteristic protected by applicable national, state, or local law.