Responsibilities
Job Description
Maintain the highest possible level of customer service.
Act as a role model for your peers.
Be the first point of contact for customers seeking assistance via phone, email, chat, or possibly in person.
Create tickets for every issue you work on
Thoroughly document all tickets for all work performed.
Attach knowledge used to each ticket.
Attempt to resolve all customer questions or issues at that first point of contact.
Update all tickets in a timely manner.
Maintain Service Level Agreements (SLA) for all ticket types.
Search for and utilize knowledge for all support issues using all resource available which may include knowledge base documents, subject matter experts, email, chat, SharePoint, vendor websites, Microsoft and other forums and especially, Google search.
Remote into end user devices whenever possible to help identify root cause and solve customer issues more quickly as well as creating teachable moments for customers.
Computer technician – Assist with remote installing and/or general support of laptops, desktops, printers, monitors, mice, keyboards, cabling, docking stations, peripherals, cell phones and other end user technologies.
Work with vendors to support our customers with installation, maintenance or support of instruments, special devices, balances and other equipment used by our laboratories.
Submit service requests with vendor(s) as needed for hardware/software repairs.
Support for File-Xchange, Bomgar, Remote Desktop, 2-Factor systems such as Symantec VIP and MS Authenticator, McAfee Enterprise products, Security Applications, Microsoft Office applications, Adobe applications and so much more.
Operating System Support – Windows 10 & 11
Microsoft O365 Support – Including Office, Visio, Project, Azure, Intune, Teams, etc.
Troubleshooting device connectivity, access and security
Troubleshooting basic Bitlocker and encryption issues
General Active Directory Use – Resetting passwords, unlocking accounts, setting up home drives, adding, removing or creating security groups, adding or removing computer accounts, etc.
PC/Laptop Imaging – Utilizing MECM and other imaging tools, assist with remote imaging of laptops, desktops and instrument PC’s.
General Networking – Troubleshooting network connectivity issues for both Ethernet and Wireless.
Cisco and/or Jabber phone systems – Basic knowledge for setting up numbers, changing user display names, setting up voicemail boxes and related.
Printing Support – Adding or removing printers from a print server, troubleshooting printing issues for our customers, installing and configuring both network and local printers, setting up address books, updating passwords on shared printing accounts, troubleshooting failed print jobs and other printing issues.
Act as a mentor for your peers – Assisting them with their tickets, helping them search for knowledge, assisting with their documentation, guiding them towards solutions and/or verifying Assignment Groups prior to dispatch.
Assist with the onboarding and training of new employees.
Reviewing and assigning tickets
Reviewing misdirected tickets and/or customer complaints
Look for and make recommendations for process improvements and efficiencies.
Report to your group leader all issues that could significantly impact the business.
Develop training materials, curriculum and provide training as requested.
Work on or run special projects as assigned.
Knowledge document development – Create written step by step documentation, submitting them as Drafts into the SN Knowledgebase, updating and/or retiring knowledge, etc.
Create templates for self and teammates to aid with streamlining support.
Teach others how to write knowledge documents, templates and related.
Occasionally schedule, run or manage meetings, huddles and related.
Identify and manage outages or other high call volume situations – Inform peers, managers, create templates on the fly for completing the incident form, create notices for the Service Portal, add/remove messages on the call center IVR system, etc.
Run reports, develop reports and manage dashboards as needed.
Act as a technical lead providing advanced support to teammates, managers, customers, project teams and more for everything.
Occasionally review resumes and make recommendations.
Maintain a calm and composed attitude when tensions are high.
Meet or exceed all performance metrics for this role.
Occasional travel
Provide occasional on-call support.
Other duties as assigned.
