NWN is recognized as a leading national Cisco partner and a leader in the IT services industry. NWN holds many awards and elite certifications from Cisco, AWS, HP Inc., HPE, VMWare, NetApp, Dell-EMC, and Microsoft. With over 500 employees across the U.S. the company is on a fast track to even greater success. If you're a top performer looking for a new opportunity we want to talk to you!
NWN is looking for a Service Desk Coordinator to join our team in Waltham, MA. This is a full time position with full benefits.
The scope of essential job responsibilities includes but is not limited to:
* Work with end-users to understand, triage, and repair their issues. * Log in/out of phone system at beginning/end of shift and maintain "Ready state in phone queue. * Troubleshoot/resolve end-user issues via phone and remote management tools. * Create, escalate and close cases within dictated Service Level Agreements. * Communicate and share issue resolution in a customer oriented fashion. * Creates, maintains, and adheres to documentation for knowledgebase. * Provide customer satisfaction in the area of desktop services in a timely fashion. * Diagnose technical issues in association with end user devise and/or software using authorized tools and follows documented policies and procedures. * Works in an environment of multiple shifting priorities.
The scope of additional job responsibilities includes but is not limited to:
* Perform other duties as directed. * Maintains safe work environment by following company codes, standards, and legal regulations. * Enhances department and organization reputation by accepting ownership for accomplishing new and * different requests; exploring opportunities to add value. * Maintains customer rapport by listening to and resolving concerns, answering questions.
The successful candidate for this position will meet these minimum requirements:
* 0-2 years of work experience. * Understanding of basic operating systems and desktop hardware. * Able to present point of view. * Manages different audience needs with a customer-focused orientation. * This individual works effectively in both a small team environment as well as a part of a larger team. * He/She demonstrates strong interpersonal skills as well as technical troubleshooting skills. * Ability and desire to quickly learn new technologies and concepts * Travel may be required. * Work a flexible work schedule including nights, weekends, and holiday shifts * Strong oral and written communication * Strong interpersonal skills * Ability to work well in a team environment
The following qualifications are ideal, but not required:
* Certificates from Microsoft, Cisco or technology companies strongly desired.
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