DescriptionPosition Summary: Utilizing multiple communication channels, provide first point of contact for all internal IT technical support. Gathers information from customer to determine appropriate resolution path. Documents customer interaction and resolution in a support ticket. Engages next level IT support staff for challenging issues and follows-up with customer to ensure customer is satisfied with the resolution. May assist in various administrative support duties like purchasing, distribution and inventory of personal computer hardware, mobile devices, software, and peripherals. Applies good judgement to diffuse customer complaints and effectively handles difficult customers with professional communication, attitude, and actions. Maintains confidentiality of all sensitive information. Essential Functions and Responsibilities include, but are not limited to:
- Provide level 2 technical support for laptops, computer peripherals, and mobile devices.
- Utilizes internal support documentation to identify and resolve technical issues that can resolved through remote methods. Routes support request to level 3 or higher technical support when job-site(s) in-person / hands-on or specialized support is required.
- Follows all customer response procedures to ensure a high level of customer satisfaction. Utilizes incident tracking software to create support tickets in a consistent and accurate manner with proper documentation of issues from inception through resolution.
- May assist with the technology equipment management process including the purchase, inventory and tracking of personal computers and related software, mobile devices and peripherals in a manner that supports customer service metrics.
- Utilizes professional communications and interactions to maintain vendor and service provider (ISP) relations and seeks out quality and economical solutions. Leverage working relationships to resolve issues as appropriate and in compliance with company core values.
- Maintains accurate and updated documentation for all processes necessary to provide Level 1 and 2 technical support and identify opportunities for continuous improvement.
- May assists IT Staff and/or customers in procuring appropriate technology equipment. Submits related vendor invoices in a timely manner to take advantage of discounts and avoid late charges.
- Responsible for keeping sensitive company information confidential and complying with all current legislative and company requirements with respect to privacy, security, and confidentiality.
- Flexibility to work periodic extended shifts or special time periods to accommodate staffing needs.
- Participate in activities to support the Company's strategic planning efforts and to improve specific business processes.
RequirementsQualifications Required:
- High School graduate with 2 years of general customer support
- Minimum 2 years in technical support role or A+ Certified.
- Demonstratable understanding of Microsoft Windows operating systems and MS Office software.
- Excellent problem solving and troubleshooting
- Excellent oral and written communication skills with ability to effectively communicate complex or technical concepts to non-technical
- Positive attitude and professional
- Disciplined in creating and maintaining accurate records and
- Successful completion of a security / background screening
- Ability to work early morning or evening shifts to work independently with minimal
- Organized, results-oriented individual with strong analytical, planning and problem-solving
Key Competencies:•Accountability •Collaboration •Courage to Admit Mistakes •Handling Resistance •Initiative •Proactive •Sense of Urgency •Troubleshooter •Ability to Connect with Others •Drive / Desire •Flexibility •Integrity •Resourceful •TrustworthinessPhysical Demands: The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Sitting and remaining in a seated position for long durations.
- Typing and repetitive hand motions.
- Specific vision abilities required by this job include close vision, peripheral vision, depth perception, and the ability to adjust focus. Performing this job requires use and dexterity of hands to finger, handle, or feel objects, tools, keyboards or controls. Ability to speak clearly and hear, sit, stand and maintain balance.
Work Environment: The noise level is usually moderate for a normal office work environment