Help Desk (Service Desk)

• Provide Tier 1 and Tier 2 support.
• Deliver superior customer service and technical support through professional, comprehensive, and timely communication for all incidents and service requests.
• Promote a professional work ethic with the ability to meet commitments and deadlines and take ownership of problems.
• Answer customer emails and phone calls in a NOC environment that maintains a central contact center.
• Provide support remotely and or by phone to customers on a daily basis, and record all issues and solutions in Remedy ticketing system.
• Monitor all incident and service requests in the ticketing system to ensure that all customers are serviced within the required SLA.
• Ensure all internal systems and client environments are operating through the use of our infrastructure monitoring system.
• Create and maintain technical documentation using our knowledge base system.
• Improve customer satisfaction by following the basic support model of ITIL and HDI.
• Coordinate and communicate effectively with other IT technology employees, other departments, and business partners to maintain high service levels.

Job Requirements:

• At least five years in a technical position supporting end users locally and remotely.
• Certifications in ITIL, HDI and or Microsoft desired.
• General knowledge of Microsoft Office products.
• Communication skills (written and verbal) and interpersonal
• Demonstrate analytical and root cause troubleshooting
• Ability to work with external vendors for support and

"C-HIT is an EOE, including disability and veterans."

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