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- Provide Tier 1 and Tier 2 support role for customers and tracking performance through the IT Support work orders
- Configure mobility solutions via highly secured controls
- Answer incoming calls, e-mails, walk-ins for local and remote customers
- Provide customers with local and telephone support by resolving issues, prioritizing issues and escalating as needed
- Assist customers with desktop operating systems: e-mail, Microsoft Office, PC hardware, and Remote Access
- Provide advanced support for other systems and software used within the company
- Document incident/request specifics in the Incident Management System
- Participate in continuous process improvement activities and team projects; making recommendations when possible
- Manage backlog of IT tracking system to ensure issues are resolved
- Communicate with teams within IT to develop solutions to work orders
- Associate Degree in a related field is required; Bachelor’s Degree preferred
- Must have demonstrable skills and knowledge of Windows 7 and Windows 10 software
- Proven ability to work in a technical call center, customer service team, and/or IT/Help service center
- Ability to demonstrate superior written, oral, and interpersonal communication skills; including conveying complex issues and solutions to end users
- Highly self-motivated and directed, with keen attention to detail
- Proven analytical and creative problem-solving abilities is required
- Ability to work in local and remote teams
- Must demonstrate software troubleshooting experience
- Ability to improve processes to become more efficient
- Must be a U.S. citizen with no dual citizenship