at WEX Inc in South Portland, Maine, United States
We are looking for an IT Service Desk technician to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues, line of business applications and offer advice to solve them.
An excellent candidate must have a strong technical interest and basic customer service skills. They must be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.
The goal is to create value for our End Users that will help preserve the Service Desk's value and reputation
Manage Incidents and Service Requests from the IT portal, calls,and chats; act as a single point of contact
Receive, log and manage incidents and service requests; maintain Asset Database and track changes
Provide exceptional customer service and IT Support to the WEX\WES population for all end user services
Provide Tier 1 and Tier 2 support of medium to high complexity
Follow standard operating procedures; accurately log and update all work tickets using IT Service Management System
Utilize remote takeover software capabilities to deploy solutions, solve incidents and to train end users
Troubleshoot problems and provide timely resolutions in accordance with established XLAs/SLAs
Identify outages, escalate issues, involve experts and assist in determining priority level of tickets wherever required in order to resolve issues as quickly as possible.
Act as a mentor to newer employees
Take ownership and responsibility of an issue from start through resolution
Communicate expectations with customers as to resolution and timeframe, keeping users informed of progress
Share resolutions with extended team and document in information knowledge base; provide training to team members as needed
Learn fundamental operations of commonly used software, hardware, systems and other equipment
Develop solid understanding of IT operations, applications, systems and business related processes and procedures
Become familiar with WEX systems and resources
Performs tasks that support the PMO release schedules and implementations as well as assigned projects within the master integrated Tech Ops plan in accordance with the SDLC.
Educate WEX constituency and promote adoption of available self-service tools
Basic user provisioning work
Mobile Device management and provisioning
Act as a go between for WEX internal to external 3rd parties for issue logging
Potential onsite support for new software rollouts and in person white glove support for executive VIPs
Specialized software support as a subject matter expert
Other Duties as needed
1+ years of supporting Microsoft desktop/server operating systems
Experience supporting users/computers in Microsoft Active Directory
Experience supporting users/desktops/servers in a business environment is required
Experience supporting users in Microsoft Office, G-suite and other Google applications
Able to create and maintain detailed documentation
Strong personal and team communication skills
College degree in an Information Technology field is preferred
This job may be performed remotely within the United States, except that it is not eligible to be performed in Colorado.
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