The successful candidate will act as the first point of contact to all First Data employees and consultants needing IT support. The selected candidate will diagnose and resolve Desktop/Laptop/Printer hardware and software issues. Incumbents will utilize multiple software applications to fulfill support requests, and utilize the data from incoming calls, chats and e-mails to identify opportunities for self-service/automation in order to drive down call volume into the Helpdesk to resolve customer issues more efficiently.
• Experience with Microsoft Office/Exchange, Active Directory, Active Roles, VMWare helpful
• Experience in problem solving, and software installs remotely using LANDesk helpful.
• Experience with troubleshooting PC/Laptop/Printer, hardware and software issues.
• Experience with troubleshooting SSL VPN, Cisco VPN, and RSA VPN token connection issues.
• Proven ability to completely and accurately log and maintain ALL issues/requests using CA Service Desk (a ticket tracking software).
• Experience and proven ability to proactively seek opportunities for self-service/automation, thus driving down call volume into the helpdesk.
Work Schedule: Night Shift