Job description
Opportunity at a Glance:
Responsibilities:
EEO:
Ross is proud to fulfill a social mission by educating a diverse group of skilled doctors who practice primary care, work in medically underserved areas, and are more representative overall of the communities in which they serve. Learn more about Ross University School of Medicine, part of Adtalem Global Education, at www.medical.rossu.edu.
Commitment to Diversity and Inclusion
To learn more about our commitment to Diversity and Inclusion, click here to visit our Diversity page.
The primary purpose of this position is to assist our students, faculty and colleagues, while providing
guidance and support to the Help Desk team/analysts. Assist with identifying, researching, and resolving
technical issues using critical thinking and problem resolution skills. Performs deep analysis of tickets,
trends, SLA’s, problem management.
guidance and support to the Help Desk team/analysts. Assist with identifying, researching, and resolving
technical issues using critical thinking and problem resolution skills. Performs deep analysis of tickets,
trends, SLA’s, problem management.
Responsibilities:
- Answer all Help Desk calls, chats, tickets, voicemails and emails within a timely manner.
- Limited shift responsibilities including handling of escalation calls from Help Desk analysts when
no management is available, escalation of technical issues to the NOC when necessary. - Creates IT Communications about impairments, outages and resolutions when necessary.
- Escalate issues to Help Desk management team when appropriate.
- Act as new hire mentor and provides training on use of Incident Management System.
- Recommend changes in policies/procedures.
- Monitor ticket queue daily; assign and/or resolve tickets.
- Identify opportunities to reduce incidences or error occurrences and present analysis and reports to manager.
- Identify opportunities to increase first call resolution.
- Create and update knowledge base articles.
- Perform user acceptance testing and document results per SDLC guidelines.
- Completes other duties as assigned.
#LI-RB1
Qualifications:
- BS/BA degree in Computer Science,.
- Minimum three (3) years enterprise experience in Helpdesk Lead role.
- Deep Knowledge of ITIL Framework and use of Incident Management Systems.
- Knowledge of Windows and MacOS networking including DHCP, DNS, WINS, TCP/IP.
- Knowledge of hardware component repair (desktop, notebook, printer, audio visual technologies, other).
- Working Knowledge of the major client software packages (Latest MS Office Productivity Suite,
MS Teams, Zoom, Anti-Virus, VPN, FTP , Adobe, Cisco Jabber, ServiceNow, audiovisual
technologies, etc.). - Experience using (LogMeIn Rescue and Configuration Manager).
- Experience troubleshooting Windows and Macintosh OS. Experience with PowerShell and Scripting.
Experience supporting mobile devices (iPad, Android, Apple iOS). - Knowledge of Microsoft Exchange mailbox management.
- Strong customer service and excellent written and oral communication skills along with the ability to work well with others in a team environment.
- High level of understanding of the organization’s business systems and processes.
- Technical aptitude and competency, ability to balance multiple priorities, strong ability to quickly learn software and solve problems with minimal training.
- Ability to work independently, analytical skills, critical thinking skills, proficient in MS office applications.
EEO:
We are proud to be an EEO employer M/F/D/V. At Adtalem, we welcome everyone and have a strong commitment towards diversity and inclusion. We encourage our Colleagues to be their true authentic selves and support laws that prohibit discrimination everywhere we do business. We also maintain a drug-free workplace.
Who We Are:
With more than 14,000 alumni practicing throughout North America,
Ross University School of Medicine has been providing students with the foundation to pursue successful careers in medicine since 1978. The Ross experience is “Dedita Scientiae Medendi” – dedicated to the science of healing – and we are proud of our rich tradition of preparing students for their life’s work as physicians. Students complete medical sciences coursework at our new world-class campus in Barbados, followed by clinical education in the United States at leading teaching hospitals across the country.
Ross is proud to fulfill a social mission by educating a diverse group of skilled doctors who practice primary care, work in medically underserved areas, and are more representative overall of the communities in which they serve. Learn more about Ross University School of Medicine, part of Adtalem Global Education, at www.medical.rossu.edu.
Commitment to Diversity and Inclusion
We pride ourselves in nurturing a culture that encourages everyone to bring their full selves to work each day. To us, diversity and inclusion needs to be intentional to be impactful. We don’t just welcome differences, we celebrate them.
#WeAreAdtalem
To learn more about our commitment to Diversity and Inclusion, click here to visit our Diversity page.
www.colinoncars.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, www.colinoncars.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, www.colinoncars.com is the ideal place to find your next job.