Provides phone, chat and web support for business and IT customers technical issues and service requests.
Records problem symptoms and information for escalation of the more complex problems to higher level support.
Maintains knowledge of relevant products and service offerings to provide accurate solutions.
Acts as representative of technical services to customers.
Essential Job Functions:
Provides basic service desk support for issues and service requests related to hardware, software, network/mainframe connectivity and application support within an enterprise support team.
Experience with CompTIA A+, Net+, Microsoft Desktop Professional, ServiceNow, Device Manager and Active Directory
Acts as a representative of technical services to customers. Initiates, escalates, and resolves incidents and/ or service requests.
Conducts timely 1st level problem determination for incidents using documented procedures.
Acquires and maintains up-to-date knowledge of relevant product/service offerings and support procedures to provide technically accurate solutions to customers.
Must be able to provide clear, concise, information through written and verbal communications. Accurately documents issues, steps taken, and results following quality guidelines.
Creates a positive customer experience in every interaction.
Physical Actions:
Sits or stands for extended periods of time, up to a full work shift.
Occasionally reaches overhead and below the knees, including bending, twisting, pulling, and stooping. Occasionally moves, lifts, carries, and places objects and supplies weighing 0-10 pounds without assistance.
Listens to, interprets, and differentiates auditory information (example others speaking) at normal speaking levels with or without correction.
Visually verifies and reads information. Visually locates material, resources and other objects.
Ability to continuously operate a computer for extended periods of time, up to a full work shift.
Scheduling Details:
This assignment will begin with approximately 5-6 weeks of training. Training will be 8 hours per day and will be hosted Monday-Wednesday. Training days will begin between 7-9 am CDT. After training is completed, individual shifts will be assigned. Shifts will be 8 hours per day, 3 days per week (Monday-Wednesday). Individual shifts will begin between 6:30 am - 9:00 am CDT. Start times should remain static unless there's a shift in business need.
