ServiceNow Technical Support 2
Company: TECHNAMO LLC
Posted on: November 11, 2018
DUTIES AND RESPONSIBILITIES: Manage and monitor customer IT issues using helpdesk tools - ServiceNow and Ivanti. Support over the phone, in person, and using remote control Acts as a liaison between VDOT and VITA/SAIC to ensure the delivery of high performance IT support services Works directly with customers to assist in managing and fixing software and application issues on desktops, laptops, tablets, mobile devices and printers Provides management with recommendations for systems and process improvements Troubleshoots software and hardware problems and enhances the level of direct services to field staff Installs, maintains, and assist in testing and upgrading of new and existing hardware and software Provide advanced problem management, troubleshooting, root cause analysis and escalations to resolve customer problems Create job aids for internal VDOT staff to enhance the use of infrastructure such as SharePoint, Gmail, and Office products Works directly with customers to assist in setup/break down and operation of electronic presentations via audio/video conference equipment REQUIRED EXPERIENCE & SKILLS Strong customer service skills with a Customer First attitude Extensive skills and experience in desktop products including but not limited to Windows 7/10, SharePoint, Gmail, and MS Office 2010/2016 Ability to utilize troubleshooting tools and skills in managing and administering desktops, laptops, and wireless devices Excellent research and investigative skills Extensive knowledge and experience in Active Directory, GPOs, remote support tools, basic networking Experience in working with help request tracking and reporting tools Knowledge of IT concepts and trends and new technologies Ability to troubleshoot hardware and software issues, and communicate solutions to customers both in the Central Office and in the field Ability to communicate effectively orally and in writing with individuals and groups Required Skills: Strong Customer Service skills with a Customer First attitude - 5 Years Extensive skills and experience in Microsoft Desktop products including Windows 7/10, SharePoint 2010, Gmail, and MS Office 2010/2016 - 5 Years Ability to utilize troubleshooting tools and skills in managing and administering desktops, laptops, and wireless devices - 5 Years Extensive knowledge and experience in Active Directory, GPOs, remote support tools, basic networking - 3 Years Ability to communicate effectively orally and in writing with individuals and groups - 5 Years Experience in working with help request tracking and reporting tools - 5 Years
Keywords: TECHNAMO LLC, Richmond , ServiceNow Technical Support 2, IT / Software / Systems , Richmond, Virginia
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