IT Customer Support Rep II

IT Customer Support Rep IIOur client, a Business Manufacturing And Supply company, is looking for an IT Customer Support Rep II for their Charlotte, NC/Hybrid location.Responsibilities:To provide support of authorized IT Devices for business use in connection with Client IT platforms, resources, services, and systems in serving the operational interests of the company. Perform as part of the Service Desk (SD) team, serving as a single point of contact for the user community providing effective, timely troubleshooting and resolution to common issues and requests, or ticket routing to specialized or advanced level support. Support channels include, phone, chat and walk-up.Responds courteously and promptly to user phone calls, live chats, incoming tickets, and other assigned service channels.Effectively use ServiceNow to manage tickets throughout their lifecycle.Contribute towards meeting or exceeding SD metrics, targets and goals.Follows all Client IT policies and documented processes including Incident Management, Request Fulfillment and Knowledge Management.Execute Knowledge Base (KB) articles to provide effective and timely analysis, troubleshooting and accurate resolution/routing of technical incidents and requests. Provide KB feedback to improve articles.Interact with vendor technical support to ensure effective resolution of 3rd party services.Actively maintain tickets according to processes and within established SLAs. This includes the timely update of tickets to track all troubleshooting performed and communications with users, vendors and other IT teams.Proactively initiate ongoing communication with end users, via phone, chat and email, to continuously manage expectations.Customer scheduling/follow-upsMonitor the queue and action or route tickets.Inform leadership of broader issues impacting users or the teamInteract with teammates throughout the day to share information and knowledge.Fulfill all administrative requirements on-timeRequirements:Associate degree in IT or related professional certification (Preferred)High School Diploma or GED (Minimum Required)A minimum of 2 year of IT Helpdesk or Service Desk experienceTime management. Ability to meet and keep a schedule. Ability to multitask, complete tasks and meet deadlines in a fast-paced environmentCustomer service experience, preferably in a call center environmentStrong work ethic with an attention to detail and a positive attitudeSelf-starter, able to work in team environment and motivate othersStrong technical abilities, including knowledge and skill with computers and mobile devicesStrong organization, and planning skills, with ability to handle changing prioritiesInterpersonal skills, empathy, patience, and ability to communicate clearlyMust be fluent in English, with the ability to read, write, and comprehendMicrosoft-based applications, with emphasis on Windows 11, Microsoft O365, Teams, etc.Experience with call management software such as Finesse or similarQuality / documentation experienceFamiliarity with Microsoft Azure.Active Directory AdministrationExperience resolving Outlook issues such as mail file size and data files (.ost)Experience with Windows troubleshooting including monitor display issues, printing, connectivity, etc.Configuration & distribution of corporate mobile devicesTroubleshooting Cisco VPN and Pulse clientsFacilitating Citrix connectivityRemediating Symantec Endpoint ProtectionLogMeIn remote connection/utilization or similar toolMEMC Deployment of softwareAsset management skillsEdge and Google Chrome supportInstallation/configuration of various Adobe products /SoftwarePrinter/driver troubleshooting & installationServiceNow or similar ticket management toolKnowledge base utilizationWhy Should You Apply?Health BenefitsReferral ProgramExcellent growth and advancement opportunities ICONMA