6 + years of technical support experience in a computer support environment.
Possess an associate's degree in computer science and/or business, or the work experience equivalent.
Work within a customer oriented, positive team environment.
Demonstrate strong interpersonal, oral, and written communication skills for communications to technical and non-technical staff.
Exhibit computer problem solving capabilities with experience in root cause analysis
Possess working knowledge of computer theory and support
Provide knowledgeable support on multiple complex projects and initiatives within scope, budget and timeline.
Track corporate IT assets throughout computer lifecycle
Manage desktop systems
Install, support, and maintain desktop applications
Provision applications using Microsoft System Center Configuration Manager (SCCM)
Support desktop and mobile operating systems
Open tickets to track work performed for line of business partners
Desired Skills
Support desktop and mobile operating systems
Configure network connectivity, including mobile computing
Demonstrate functional knowledge of information security and best practices
Possess excellent customer service skills, be detail oriented and organized
Essential Job Functions
Engage in the support of Key's computer platforms at corporate, campus and data center locations.
Provide second tier support of computer systems within the corporate space
Provide high level of customer service to Key's internal client base
Effectively communicate with the end user
Setup, maintain and troubleshoot Microsoft Windows and Apple MAC OS computers
Complete work on assigned tickets within SLA
Document, track, and monitor problems to ensure a timely resolution
Use industry standard concepts, practices, and procedures
Rely on documented and established guidelines to perform the functions of the job. Contribute to existing knowledge base based on experience and technology evolution.
Be detail oriented and thorough, must follow tasks through to completion
Communicate using excellent grammar and listening skills
Work closely with team and produce clear documentation
Remain clearly focused while multi-tasking
Learn new things and quickly adapt to new procedures and requirements
Identify, document, and make recommendations to third tier support on improvements based on incident data and frequency
