• Assist users and troubleshoot issues regarding IT Services that may include but are not limited to hardware, software, technical and administrative issues.
• Execute standard IT Service Desk functions that include recording problem calls in AIR’s ticketing software (Numara Footprints) and escalation of employee requests to the next technical or management level if unable to resolve within expected resolution periods..
• Provide intermediate to advanced creative solutions to customer problems to ensure customer productivity and satisfaction.
• Follow established AIR processes and procedures;
• Enhance and develop quality support methods and communication skills through coaching feedback, peer assistance, and other developmental approaches;
• Research, resolve, and respond to complex questions received via telephone calls (inbound and outbound), letters, faxes, voicemail, email and callbacks in a timely and professional manner, in accordance with current AIR standards and policies;
• Acquire and maintain current knowledge of relevant technology and IT products, services, and support policies in order to provide technically accurate solutions to end-users;
• Provide operational support to department by assisting with documentation, inventory control, invoicing, and similar duties.
• Develop technical documentation and training materials as requested.
• Maintain and grow knowledge of relevant technologies, products, services, and policies to provide technically accurate and appropriate service and solutions to employees.
• Perform all other duties and responsibilities as assigned to meet AIR’s changing business needs.

• Bachelors degree and 4 years experience preferred; A+ and Microsoft Certified IT Professional (MCITP) certifications or equivalent are desired.
• Minimum 3 years customer service experience on a service desk performing key activities. Demonstrated ability to delight customers.
• Ability to follow instructions, processes, and procedures.
• Ability to manage multiple open issues and projects in a timely and detailed fashion.
• Strong written and verbal communication skills. Accurate and thorough documentation skills are essential.
• Intermediate to expert level of hands-on skills with Microsoft Windows and Apple Macintosh personal computer (PC) platforms.
• Ability to adhere to company standards while providing a high level of customer service to internal client base.
• Solid troubleshooting knowledge of PCs, Microsoft operating systems (including Windows XP, Vista, Windows Server 2003), Apple operating systems, networking (TCP/IP), and various PC end-user applications (MS Office 2007, Outlook, etc.).
• Must be able to work independently and as a member of a team.
• Demonstrated passion for the IT profession, expanding knowledge and skills, and providing service to customers.

Physical Requirements:
• This position is in an office setting that requires minimal physical abilities. The ability to lift a PC or monitor may be required. Some local travel may be required.

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If interested, please apply online at http://track.tmpservice.com/ApplyClick.aspx?id=831442-1789-1072