This position is part of the Service Desk support, with emphasis on proactively reducing risks of system performance issues affecting project teams in the business, which requires managing scheduling and reaching out to internal business leaders to propose preventative maintenance sessions on their system, ultimately working directly with end-users on their availability and schedule typically outside of core business hours. Professional experience troubleshooting Windows operating system environments on end user devices, basic IT troubleshooting and essential Microsoft Office products.
Successful end user support activities (40%)
- Monitor and timely respond and resolve escalated end-user incidents and requests.
- Address end-user issues in a professional, courteous and collaborative manner.
- Apply problem solving and troubleshooting techniques to provide effective solutions to end-users.
- Timely escalate pertinent issues and concerns to management.
- Coordinate booking of activities with end-users, rigorously keeping team calendar up-to-date.
- Punctually attend, initiate and finalize scheduled sessions with end-users.
- Document relevant support information diligently.
- Troubleshoot and fix known application issues in a remote manner in both server and end-user devices.
- Create backup of electronic files, and restore electronic files in different systems/tools.
- Grant and remove user access to electronic files in different systems/tools.
Preventative Maintenance and Monitoring (40%)
- Address booking schedule conflicts and limitations with internal clients.
- Periodically run reports, downloading them and formatting into spreadsheet format to identify priority tasks.
- Analyze and organize reports of large size to identify items requiring action.
- Produce and maintain historical report data in good standing.
- Proactively propose and schedule maintenance windows with several groups of internal clients to address identified items needing maintenance.
- Manage booking of scheduled maintenance windows.
- Diligently document declined/confirmed proposed maintenance windows to follow-up on items needing attention.
- Diligently document results from the maintenance activities.
- Create tickets on behalf of internal clients in the IT support ticketing system to reflect bookings of confirmed maintenance windows.
- Actively monitor the platform systems health to ensure normal operation.
Administrative tasks (20%)
- Propose improvements to existing process and documentation to streamline work.
- Create and maintain documented instructions to perform tasks efficiently.
- Manage documentation in both traditional Windows File Explorer and SharePoint website basis.
- Report work progress status in a professional manner.
- Actively participate in team meetings.
- Maintain personal business availability reflected accurately on Outlook Calendar.
- Other duties as assigned, depending on seasonal business workload.
Education:
- Bachelor’s degree in related field or equivalent experience.
Technical Skills:
- Professional or equivalent experience working with Microsoft Windows and Microsoft productivity software (e.g. Microsoft 365, Microsoft Office), including but not limited to being comfortable working with collaboration tools such as Microsoft Teams, OneNote, SharePoint.
- Scheduling and updating meetings with Microsoft Outlook Calendar.
- Effectively manage Microsoft Outlook Mailbox with high volume of emails.
- Working experience with ticket management system for incident and request management, ServiceNow is preferred.
- Clear ability to interpret ticket performance, trends, and escalation concepts.
- End-user computer and network troubleshooting skills.
Special Requirements Specific to Job:
- Ability to work on Thursday through Tuesday 5pm - 1am CST
- Critical to have reliable availability between January-March
- Comfortable working independently under minimal supervision most of the time, yet, remaining highly productive.
- Very strong organizational and time management skills to handle concurrent priority task assignments on-time.
- Good communication skills both written and verbal.
- Ability to work in a highly collaborative environment and consult effectively with employees at all levels.
- Strong attention to detail, motivation, and initiative.
- Works well under pressure of deadlines and troubleshooting unexcepted issues of a production system environment.
- Ability to timely report work progress status in a consistent and efficient professional manner.
- Track record of clearly documenting work done in support tickets, and timely updating/resolving them after adequate validation and communication of resolution to end-users.
- Consistently maintain personal business availability reflected accurately on Outlook Calendar with minimum two weeks in advance.
- Must be diligent to avoid execution errors that may lead to disruption of business operations.
- Must be comfortable following extensive troubleshooting guides containing multiple steps involving various systems.
- Must be comfortable actively working with multiple active sessions/windows open on the computer screen (monitor).
- Must be comfortable handling large quantities of data in spreadsheet and systems.
- Must be comfortable working primarily using e-mails.
- Must be comfortable and effective in performing repetitive tasks.
- Ability to work independently primarily outside of business hours, including but not limited to make and answer calls and remotely connect to troubleshoot systems on reliable internet connection.
Experience:
- Minimum of 6 years of IT support experience.
- Minimum of 3 years working with ticket management system and technical incident resolution.
- Minimum of 2-4 years of remote work experience.
- Experience working with small scale projects.
Preferred Requirements:
- High sense of urgency.
- Curious, self-learner.
- Problem solver.
- Nimble and adaptable, learn on the job.
- Minimum of two years supporting CaseWare Working Papers is preferred.
- Intermediate Microsoft Excel working knowledge is a plus (nesting of formulas, pivot table basics. Filtering, sorting, data validation).
- Experience supporting Windows Server, File Share systems, and Windows Active Directory.
- Practical basic knowledge of at least one tool/programing language is a plus (e.g. SQL, PowerShell,C#,Python).
- Clear understanding of client/server architectural concepts.
Q Consulting is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to disability, age, race, color, religion, gender, vet status, national origin, or protected classes.
