4 - 6 YEARS OF EXPERIENCE IN THE FOLLOWING:|
Work with other Support Center analysts and Senior Technicians to understand Workstation support needs. Resolve calls that have been escalated in the Call Tracking system; assume primary responsibility for client's Workstation support; provide hands-on and remote controlled Workstation support services; provide expertise on support services when requested by peers and clients. May be required to create software images; lead/participate in Hardware & Software deployments; Hardware and Software procurement and disposal; management of print server queues and network printers. Responsible for all work in progress assigned to ensure completion of tasks and proper communications with clients; provide "on-call" level-2 support; provide primary Support Center operation (approximately 40 - 80 hours annually) to maintain awareness and enhance operations of Support Center; personally operate support outposts in client area; reconcile client demand for services with available resources; participate in Support Center planning functions; record all support activities for proper measurement of support business.
Must enjoy solving a wide variety of problems on a continual basis. Skills and experiences with the use of technology in a business environment, including exposure to Help Desk Support, data communications/networks, and application environments (Mainframe, workgroup, and desktop). Experience with customer service functions such as Workstation support; demonstrated exceptional organizational skills; familiarity with DOS/Windows and Lotus Smartsuite application software; ability to ascertain the criticality of incoming requests; fundamental understanding of word processing, spreadsheet and terminal emulation products to properly diagnose problems. Ability to translate technical terms into non-technical language; understanding of computer terms and acronyms; ability to learn new processes and procedures.
Associates Degree in Computer Science or related discipline, and at least two, typically four years experience in computer support. Excellent customer service, interpersonal, organizational and communication skills; ability to work in a fast paced changing environment.
Synectics is an Equal Opportunity Employer.