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Level 1 Support Technican

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 computer   customer   service   call   center 
Category:IT / MIS / Networks
Listing Type:Job

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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

How to Apply
To apply for this position, please call Cammy at 563-445-7252.

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