In any one of dozens of communities across the country we conduct millions of dollars of business, employs hundreds of people, works with dozens of local suppliers, and has client relationships with schools, businesses, hospitals and other organizations. The strength of these communities has a direct impact on the growth and sustainability of our company. It also impacts the growth of our clients and business partners and their ability to continue to provide meaningful jobs.
Provides telephone technical support for hardware and software issues for staff. Provides a positive support experience; identifies, prioritizes and communicates issue resolution over the phone. Performs follow-up assessment of previously resolved issues. Delivers support to both technical and non-technical County users by communicating on matters such as product use and configuration. Answers questions, provides training, and resolves specific problems.
High School diploma or equivalent. Related degree/training/education.
One to three years experience or training in the use of personal computers including computer-based products or any equivalent combination of training and experience which provides the required knowledge, skills, abilities and competencies.
In-depth technical knowledge of at least two commercially marketed computer-based products, and provide primary support for at least one of these and secondary support for the other.
Major Job Responsibilities:
Provides telephone technical support and problem solving assistance to clients. Analyzes problems to determine if they are within the client application, desktop software or workstation hardware;
Answers, evaluates and prioritizes incoming telephone and email requests for assistance regarding IT problems;
Performs initial triage to gather and analyze information about problems and performs diagnostic procedures to determine a course of action to resolve them;
Position requires prompt and punctual employee presence.
Maintains technical knowledge to keep up with rapid changes in the IT field;
Uses the organization s problem ticket management system effectively;
Works additional DIO Infrastructure projects beyond technical phone support;
Identifies and helps implement processes to more efficiently deliver support clients and customers;
Provides daily reporting and follow up on problems to determine estimated resolution times when first contact resolution does not occur;
Learns from, trains and collaborates with peers to improve Helpdesk job skills;
Responsible for creating and maintaining exceptional client and customer value; and
Performs other duties as required.
Knowledge, Skills, Abilities and Competencies:
Knowledge of desktop hardware, software and other computer-based products;
Knowledge of the process used to determine the applicability of a specific product to a given functional area;
Knowledge of and skill in using problem ticket management system;
Skill in the operation a personal computer and peripheral devices;
Ability to develop and conduct training programs relating to the use of computer-based products;
Ability to identify and provide resolution to problems relating to a supported product;
Strong customer service orientation and effective interpersonal skills;
Ability to present resolutions in a user friendly way to both technical and non-technical users;
Ability to work on additional Infrastructure projects above and beyond technical phone support;
Ability to communicate clearly, both orally and in writing;
Ability to provide regular attendance and timeliness;
Ability to establish and maintain effective communications and working relationships with others; and
Ability to determine compatibility between various software programs and hardware.
're a company of hundreds of diverse employees across the country Every day, our employees deliver our core services through millions of human interactions. Our employees' exceptional expertise and service are the most important piece of our business model. Treating employees fairly, honestly and with respect is a core value and has a direct impact on the performance and sustainability of our company.
UniMark - 19 months ago
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