First point of contact for all IT related issues and requests
Primary daily responsibilities include managing IT incidents and service requests for both remote and onsite employees, following specific processes and guidelines to ensure that are completed consistently and efficiently.
Receive and respond to user inquiries and requests via telephone, email, chat and case tracking system professionally and with speed, accuracy and proficiency
Follow up on open tickets to ensure proper response and satisfactory resolution, keep detail oriented documents regarding problems and solutions, and keep the customer updated of the status and resolution times.
Log all incoming requests in the incident tracking system and document all actions, to include all follow up conversations, troubleshooting steps, and resolution.
Correctly escalate unresolved cases to support technicians and / or groups as needed
Assist with administration of mobile devices
Contribute technical solutions to the IT Knowledge Base
Participate in projects and initiatives as directed by the Service Desk Manager
1-3 years IT support experience on a corporate Service Desk or in another technical support role with a background in either Customer Service or as an IT Service Desk Analyst
Excellent writing, communication, and interpersonal skills
Able to work as part of a larger team of IT
Strong Analytical, troubleshooting and problem solving skills
Strong troubleshooting skills required
Experience in supporting Macs (preferred)
Proficiency in Microsoft products and operating system, certifications preferred
Demonstrated knowledge of PC / Laptop hardware components and basic troubleshooting, Windows networking, LAN / WAN, DNS, TCP / IP, EMC Active Directory system administration tasks, and mobile devices
Familiarity with resolving remote connectivity issues
Ability to deal with multiple priorities in a fast-paced environment a must
A+ and ITIL V.3 certification a plus
Fresh Graduate are welcome to apply
Experience in supporting Macs a plus
Deltek is the leading global provider of enterprise software and solutions for government contractors, professional services firms and other project-
based businesses. For decades, we have delivered actionable insight that empowers our customers to unlock their business potential.
22,000 organizations and millions of users in over 80 countries around the world rely on Deltek to research and identify opportunities, win new business, recruit and develop talent, optimize resources, streamline operations and deliver more profitable projects.
Deltek. Know more. Do more.® www.deltek.com