The Support Technician will be the first point of contact for all IT service desk incidents and requests for our customer. The Technician will field customer calls, troubleshoot, document and resolve IT related issues based on solutions found in the knowledge base. The Technician must work in a timely and efficient manner while ensuring attendance, quality and customer service metrics are met.
Primary responsibilities: • Answer incoming calls and log all customer questions and issues accurately and efficiently into ticketing system • Troubleshoot hardware, software and network related issues • Provide restorative or maintenance actions to resolve end-user issues • Assist with defining and documenting knowledge base articles • Assist with special project work as needed • Will escalate problems to the next level of support when necessary • Consistently meet or exceed required performance criteria
Required Qualifications • Strong knowledge of and/or experience supporting Windows and MS Office products • Excellent troubleshooting capability • Previous successful customer service experience • Sound judgment and decision making skills • Demonstrate flexibility and embrace change • Strong analytical, technical, problem solving and organizational skills • Must be process and procedure oriented • Strong written and oral communication skills • Must be a team player, be self motivated, organized, detail oriented and able to handle changing priorities • Must have flexibility in scheduling to meet changing call volume levels • Must be able to communicate technical information to customers in a non-technical manner