1) OCCUPATIONAL SUMMARY:
Perform basic first-line troubleshooting and support to end-users or assign / escalate for resolution. This includes troubleshooting and resolving issues regarding LAN issues, application issues, server, AS/400 devices, desktop issues, proprietary applications, mobile devices, and PC support in a Windows environment.
This position is responsible for the management and maintenance of purchasing, inventory as well as hardware/software inventory for the department and working with application support technicians to create user manuals.
Work with multiple departments and be highly collaborative internally to provide exceptional customer service with a sense of urgency working closely with others to coordinate support.
2) DUTIES AND RESPONSIBILITIES:
Provide quality technical support services to customers.
Troubleshoot a variety of computer, peripheral, or related software and hardware issue
Provide and apply accurate and efficient technical and practical solutions to solve user issues
Document detailed and accurate technical notes, regarding each user issue and steps taken to resolve it.
E. Working knowledge of Windows OS and MS product line, Lotus Notes, PC hardware, Desktop & thin client applications.
Exceptional and professional communication skills, both verbal and written are vital
Good typing and grammatical skills
Strong problem solving and troubleshooting abilities
Strong organizational and planning skills
Excellent multi-tasking and prioritizing skills
Good time management; document information in a fashion that is easily understandable by other team members
Must be self-directed and comfortable interacting with all level of end-users
Log and thoroughly document all incoming client calls into the help desk database application.
Update the help desk database as required when the status of issues change.
Communicate effectively and courteously with the end user regarding the status and or resolution of each issue.
Advise team members and management of any issues that relate to customer satisfaction or if there are problems in getting issues resolved in a timely manner.
Keep peers and manager informed of trends, significant problems, unexpected delays.
R. Reporting Departmental KPIs.
S. Other duties as required.
3) QUALIFICATION REQUIREMENTS :
A. Knowledge and Skills:
1. Experience in call management and call routing
2. Experience documenting screen shots and manual tracking of security approval process
3. Proficiency with Microsoft Word, and Excel
4. Microsoft Certified Solutions Associate (MCSA) preferred.
5. Must display strong attention to detail and be able to manage stress
6. Work under pressure with deadlines and juggle multiple projects at the same time.
7. Be able to handle user complaints in a professional manner.
1. Associate Degree or equivalent preferred.
2. Minimum of 2+ years of experience providing telephone technical and customer support
C. Communication Skills:
Excellent interpersonal, organizational and phone skills required. Must have the ability to generate written communication and to operate required office equipment. Ability to read and review written communication. Speech and hearing abilities that allow individual to communicate clearly and distinctly in English.
D. Reasoning Ability:
Ability to solve problems and think strategically.
4) PHYSICAL DEMANDS:
This position requires extended periods of sitting while working with computers and viewing computer monitors and other office equipment. Finger dexterity needed in using misc. office equipment such as telephone, type writer, ten key, fax, copy machine, etc. Bending, stooping, reaching, and lifting up to approximately twenty pounds are required during tasks related to the job.
Buchanan Technologies - 15 months ago