The Whiting-Turner Contracting Company is an Equal Opportunity Employer, including the disabled and veterans.

Summary: Provide end-user support to employees on all company supported hardware and software. Assess problems and assign work orders to second and third tier support. Position reports directly to the Helpdesk Manager

Primary Duties:

• Assign work orders to desktop and network groups in ticketing software
• Track terminated employees, retrieve equipment, backup data upon request and return equipment in Asset Management Systems.
• Act as a liaison between customers and internal support staff to assure accurate problem interpretation. Maintain communications with customers during the problem resolution process.
• Learn fundamental operations of commonly used software, hardware, and other equipment.
• Escalate inquiries when necessary to 2nd and 3rd tier support
• Address user inquiries via phone and email to the Helpdesk
• Enforce I.T. policies, regulations and corporate policy related to I.T. functions
• Other duties as assigned.
• Document resolutions in ticketing software for future reference.
• Determine source of computer problems via troubleshooting (hardware, software, user access, etc.).

Requirements:

• Must have college degree.
• Demonstrate excellent writing ability.
• Excellent problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it and assign to correct resource with department
• Exercise patience and professionalism during stressful situations.
• Ability to provide technical support over the phone; excellent communication skills, professional demeanor, previous customer service experience is desired, but not necessary
• Ability to handle constantly changing flow of traffic; maintain productive environment.be able to multitask effectively during busy times.