Job Description: Pay Range: $23hr - $28hr Responsibilities:
- Carry out responsibilities in accordance with the organization s policies, procedures, and state, federal and local laws.
- Ensure compliance with all company policies and procedures, including safety rules and regulations.
- Provide comprehensive technical support services to the Client s internal customers and service providers.
- Resolve on-line, call in and in-person requests from client associates for business support related to their business tools.
- Track and identify trends in business unit issues and provide recommendations for how to reduce number of issues.
- Displays a high-touch, high quality customer service, by greeting customers upon entry to the service area, frequent follow-up and proactive attention to their needs.
- Assess reported issues and as necessary work directly with Client s service providers for escalation and timely issue resolution.
- Effectively communicate with the Deskside Supervisor in regards to asset management and break/fix processes.
- Provide setup and support services for conference rooms, including set up of audio visual equipment as necessary.
- Manage site access via IT badge creation and access management system.
- Provide XX-glove service for VIP's for all incidents, service requests, etc.
- Schedule and deliver an IT onboarding briefing for the first day of hire, with follow up at the end of day to remediate any issues.
- Provide end user training in applications or operating system fundamentals.
- Supports end users with virus/malware related issues; helps repair systems; train end users on safe and secure IT behaviors.
- Investigate and resolve Service Desk tickets (Incidents, Problems, Service Requests) as assigned.
- Collect equipment from offboarding employees.
- Makes proactive recommendations for site-specific IT improvements.
- Follow established Asset Management processes in a timely manner to ensure accuracy of inventory quantities and locations.
- Report any potential problem cases to the Level II technician and/or Deskside Supervisor.
- Perform IMAC-related tasks as assigned.
- Effectively consult with the Level II technician on any cases where high-level technical support is needed.
- Replicate and resolve customer incidents in the software & hardware environment.
- Escalate issues to the Level II technician where Client Home Office personnel are required for resolution.
- Self-monitoring of tickets to ensure proper escalation and resolution of incidents consistent with the agreed SLA s Communication with several IT Infrastructure support groups to appropriately escalate incidents and follow up on incidents to drive resolution for the customer.
- Create and submit detailed call logs documenting customer interactions to be inclusive of accuracy, thoroughness and timeliness.
- Contribute current technical information and best practices concerning proprietary applications using the various knowledge distribution channels.
- Perform customer support related tasks and special projects as assigned by management.
- Liaise as necessary interdepartmentally to seek resolutions to all issues reported.
- Organize and utilize all support resources provided including emails, documentation, contact lists, etc.
- Responsible for maintenance of IT Lab areas and storage rooms.
- Places orders and takes delivery of inventory as directed.
- Ability to work effectively autonomously and as a constructive part of a team.
- Excel-based reporting.
- Develop tracking report and track Service levels on a daily basis.
- Report on Service levels on a monthly basis.
- Report on monthly trends.
Education / Experience:
- BA or Vocational school degree preferred or equivalent work experience.
- A+ Certification a plus (Certain Clients may require A+ Certification upon hire or within a specific time frame from date of hire).
- Microsoft Certified Professional certification a plus.
- Network + certification a plus.
- Apple device knowledge and proficiency a plus.
- Minimum of 12-18 months of previous call center, computer support, or customer service experience preferred.
Skills:
- Excellent verbal and written communication skills.
- Excellent teamwork skills.
- Dedication to customer service.
- Microsoft Office Suite, Windows Operating Systems, VPN client software (Citrix; Juniper), Remote Desktop tools (Bomgar), and Web-based applications.
- Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario Proficiency with LAN/WAN troubleshooting.
- Ability to perform root cause analysis and determine appropriate course of action based on result General knowledge of computer networking.
- Self-motivated and ability to work on multiple tasks Competencies.
- Accountability: Strives to take appropriate action in all aspects of work.
- Accepts personal responsibility to set expectations and meet commitments / objectives.
- Requires us to stay focused, work independently and as a team as well as set our own.
- This includes taking responsibility for our schedules, attendance and punctuality.
- Adaptability: Adjusts to new conditions, work situations and responsibilities. Welcomes the opportunity to learn new tasks and accept feedback positively.
- Communication: Clearly conveys key messages, written and verbally.
- Recognizes when a miscommunication has occurred and acts to correct it.
- Holds crucial conversations, when required, in a professional and productive manner.
- Productivity: Manages a fair workload, volunteers for additional work, prioritizes tasks, develops good work procedures, manages time well, and handles information flow.
- Quality: Completes work that is attentive to detail and accurate.
- Displays a commitment to excellence by continually looking for improvements.
- Teamwork: Works together to achieve common goals.
- Actively listens, cooperates and encourages open communication as well as the sharing of knowledge.
- Remains open minded and willing to entertain others ideas.
- Regularly solicits constructive feedback, builds consensus, and asks well thought out and well prepared questions.
- Engages appropriately when in disagreement and pushes back respectfully and in a spirit of good faith cooperation