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Int. type - Either Phone or In Person.
Short Description: This is an elevated Service Desk role that is 95% phone support for internal and external customers. The technician troubleshoots, resolves, documents and escalates tickets as necessary. Excellent communication and customer service skills are a must.
Complete Description:
The primary function of this position is to resolve and/or manage issues over the phone.
Years of Relevant Experience: 2 to 4 years of help desk and/or desktop experience. 
Preferred Education: A+ Certification and Network+ Certification or demonstrated equivalent.
Role Description: 95 % Support by phone.-Specialists perform basic troubleshooting of network connectivity and infrastructure issues.-Interface with outside vendors (Verizon and others) to assist in team/and customer support for field locations related to outages and telecom issues. Basic troubleshooting of LAN/WAN issuesRemote troubleshooting of desktop issuesThorough documentation and (when necessary) escalation of all incident tickets, utilizing our Service Delivery Tool(Service Now)Assess, report and communicate between all parties for problem resolution (including, but not limited to, field support deployment). Proactive responsiveness to time sensitive issues. Escalate complex issues as necessaryThis is a diverse business process environment that requires independent critical thinking.Assume team leadership responsibilities.Mentor junior team members.Possess extensive networking knowledge.Experience working with complex systems or custom hardware.This position is initially funded for 1 year and has a high probability for extension. This position is a first shift position. 
SkillRequired / DesiredAmountof ExperiencePrior recent experience working in a technical support/phone-based help desk roleRequired2YearsPrior experience with basic troubleshooting of network connectivity and infrastructure issuesRequired2YearsPrior experience Interfacing with outside vendors (Verizon and others) to assist in team/and customer supportRequired2YearsPrior experience troubleshooting LAN/WAN issuesRequired2YearsPrior experience troubleshooting desktop issues locally and remotelyRequired2YearsPrior experience working with a service desk ticketing toolRequired2YearsPrior experience working with web-based support toolsRequired1YearsPrior experience with ServiceNowHighly desired1Years