WORK ACTIVITIES/CONTEXT:

  • Works all inbound support channels and provides a single point of contact for any technical issue, request or question that comes from the Customer.
  • May require some assistance to complete the work requested from the Customer.
  • Analyze the impact and urgency of the Customer’s issue or request and facilitate implementation of the appropriate solutions.
  • Accurately document the work performed for the Customer in the service management tool.
  • Develop and document solutions to moderately complex technical issues.
  • Consequences of error carry moderate risk to the organization.
  • Analyze incident trends focusing on Shift Left opportunities for the Customers. Communicate to the Team shift left findings.
  • Must be able to meet any physical ability requirements listed on this description.
  • May perform other job duties as directed by Employee’s Leaders.

BASIC QUALIFICATIONS:

  • High School Diploma, GED or equivalent education required.
  • Must be at least 18 years of age.
  • Must have authorization to work in the United States as defined by the Immigration Reform Act of 1986.

EDUCATION:

  • High school diploma or GED required.
  • BS or BA in Computer Science, or Information Systems preferred.

WORK EXPERIENCE:

  • Minimum 3+ years of recent and relevant Service Desk experience required.
  • Practical experience working within the ITIL methodology.

SKILLS/ABILITIES/KNOWLEDGE/WORK STYLE:

  • Proficient knowledge of support procedures, processes, and service management tools and able to work all support channels while providing effective Customer service.
  • Must possess strong organizational, communication, and prioritization skills.
  • Proficient knowledge and able to support PC hardware, Windows 7, Windows 8, Windows 10, Active Directory, Outlook / Exchange SMS, and MS Office Suite, iPads, smart phones.
  • Proficient knowledge to support LAN, WAN, wireless networks.
  • Proficient knowledge to support VDIs and Citrix.
  • Basic knowledge of business applications and their impact on business functions.
  • Accurate problem diagnosis and ability to resolve moderately complex IT problems rapidly and effectively.
  • Must be able to comply with Company attendance standards as described in established guidelines.

OTHER QUALIFICATIONS:

  • Ability to work nights, holidays, and/or weekends to meet the needs of the operation in a call center type environment.
  • Must exhibit proper support channel etiquette.
  • Ability to type at least 60+ WPM minimum

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