Desktop Support Tech/VIP Support

Job Summary: The VIP Support Technician will provide comprehensive technical support services to the client's VIP customers. Client VIPs include Executive Team Members, Senior Management, and Administrative Assistants of VIPs. In addition, the resource will be expected to be a 3rd level technical support for tickets submitted to the Client Support group from the Service Provider.

Principal Responsibilities: (Essential Functions)

Customer Service & Problem Solving

• Provide comprehensive technical and customer support services to VIPs
• VIP requests are of the highest priority and are to be treated as top priority to ensure swift resolution.
• Support includes being the single point of contact for all hardware and software related topics. Includes laptops, peripherals and mobile devices. Assume complete of tickets resolution and include follow up with user.
• Involves management of Client Support queue in Service Now.
• Assess reported incidents and take initiative and ownership to resolve them
• Replicate and resolve VIP incidents in the software & hardware environment.

Support

• Provide support services for newly hired VIPs as well as existing VIPs
• VIP support can be remote support over the phone, in-person support in the home office, or at times at the VIPs home.
• Partner with Conference Room Support Teams to ensure meetings with VIPs are seamless when it comes to technology.
• Perform IMAC-related tasks as assigned
• Self-monitoring of Help Desk tickets to ensure proper escalation and resolution of incidents is consistent with the agreed SLA's
• Create and submit detailed call logs documenting customer interactions to be inclusive of accuracy, thoroughness and timeliness
• Perform customer support related tasks and special projects as assigned by management
• Liaise as necessary interdepartmentally to seek resolutions to all incidents reported
• Communication with IT Infrastructure support groups to appropriately escalate incidents and follow up on incidents to drive resolution for the customer

Processes

• Effectively communicate with Campus Support Services Manager in regard to asset management and break/fix processes
• Effectively communicate with the CSSM regarding any Help Desk related incidents or processes
• Follow established Asset Management processes
• Report any potential problem cases to the CSSM. (build a "proactive? environment)
• Contribute current technical information and best practices concerning proprietary applications using the various knowledge distribution channels
• Organize and utilize all support resources provided including emails, documentation, contact lists, etc.

Job Requirements

Skills

• Good verbal and written communication skills
• Excellent time management
• Good interpersonal skills
• Ability to interface with end users with emphasis on Senior to Executive management. ? customer service attitude
• Problem solving skills
• Detail-oriented and ability to prioritize
• Ability to work in a fast-paced and dynamic environment

Education

• Technical school, 2 or 4 year college degree, or 5+ years related experience, or equivalent
• Certifications such as A+, MCP and MCSE a plus but not required

Experience

• 3-5 years desktop support experience
• Minimum 12-18 months experience in a call center, technical, or customer service support environment. VIP oriented support preferred.