Coordinates, processes, and resolves incidents and requests related to the support of technology products, infrastructure, business processes, and enterprise services. Takes full responsibility for handling customer interactions through satisfaction with established policies, procedures, and service levels.
Essential Duties:
- Engages in effective interactions with customers and service groups to coordinate the fulfillment of requests and resolution of incidents.
- Uses knowledge management techniques to advance own learning to enable initial diagnosis of related issues and advises customers on known solutions where applicable.
- Provides information related to status updates, error resolution, changes in availability, and facilities.
- Assists users in more effective use of information technology processes, products, and services.
- Executes core processes and procedures related to service operations and documents diagnostic information, analysis, activities, progress, and resolution.
- Uses IT Service Management tools and techniques available to monitor, process, and report on activities related to service levels.
This role is currently remote however, they need to be willing to work out of the Springfield office if we return to the office.- There are 8-hour shifts standardized between 7am - 6pm Monday - Friday. They must be willing to work between those hours.
- Everyone begins on the 9am-6pm shift. They will be required to work 1 rotating evening shift every 3-4 weeks; that shift is 1pm-10pm.
- This role is subject to vacation/time off blackouts. Time off will not be approved during this time.
- Depending on when the start of school is, but typically the the last 2-3 weeks of August and all of September.
- The first week of January as the return from winter break.
- 1/1/2-2 weeks at the end of the school year (middle of June)
- Knowledge and familiarity with Microsoft Office Suite, Google Mail (Gmail), Google Docs, Chrome, and other end-user productivity software in the marketplace
- Typical issues they will be resolving: Internet connectivity issues, device issues (Chromebooks, laptops, iPads), computer remote break/fix issues, application support
Must have a minimum of 1-3 years’ experience working in Service Desk, Help Desk, Call Center of Customer Support related position.- Strong understanding of information technology systems including end-user computing devices, software, applications, and basic network systems.
- Ability to learn quickly, advance knowledge, and broadly apply new concepts to satisfy various customer issues and requests.
- Demonstrated working experience balancing multiple priorities and shifting focus to meet the demands of the business.
- Must have excellent customer service skills and focus with demonstrated experience working with customers to diagnose and resolves problems.
- Excellent interpersonal, communication, and problem-solving skills with a clear understanding of the value of customer convenience and experience.
Education
- Minimum Associate Degree in Information Technology or other related certification programs strongly desired.
- Related certifications preferred: ITIL, Help Desk Institute (CSS, HDA), CompTIA (A+, Network+).