Core Responsibilities:

Provides outrageous client service using a combination of effective communication and troubleshooting skills to resolve client issues and fulfill requests.

Asks appropriate probing questions to gather relevant information to aid in resolution of request.

Effectively utilizes knowledge management system when troubleshooting client issues.

Able to troubleshoot and image PCs, printers, and cellphones.

Maintains knowledgebase articles pertaining to Baird IT support actions ensuring articles are accurate and up to date.

Documents, tracks and monitors client incidents and requests in ticketing system to ensure timely and accurate resolution.

Sets client expectations when opening and assigning tickets and ensures all request/services are executed on time in accordance with service level agreements with the business.

Prioritizes and escalates support incidents and requests based on business impact and documented guidelines.

Communicates technical information to both technical and nontechnical personnel.

Identifies trends with incoming calls to effectively initiate incident escalation process where appropriate.

Makes recommendations to better assist associates and improve the overall efficiency of daily operating procedures.

Acquires and maintains current knowledge of core hardware standards and applications, as well as new technologies/applications being introduced in order to provide technically accurate solutions to clients.

Assists in special projects as needed.

Candidate Profile:

2 years of IT support experience

Advanced experience supporting Microsoft Windows O/S and Microsoft Office Suite

Advanced problem solving skills and able to troubleshoot a variety of issues.

Familiarity with ServiceNow Service Management or other incident tracking systems

Experience with ITIL methodology, primarily incident and problem management

Intermediate knowledge of networking concepts and protocols

Experience using/supporting iOS, Android, and Blackberries

Strong knowledge of hardware, software and related technology

Team player with a strong work ethic and operates with a sense of urgency

Professional, calm, and courteous telephone mannerisms

Flexible, fast learner with the ability to multi-task