Service Center Technical Support II Full Time

• Answer, evaluate and prioritize all incoming telephone, voicemail, and e-mail for assistance from users experiencing problems with hardware, software, networking
• Telecommunications and other computer-related technologies
• Handle problem recognition, research, isolation, resolution and follow-up for all user support and service requests
• Responsible for maintaining detailed trouble tickets, escalating issues accordingly and keeping a consistent channel of communication open with customer(s) and other IT team members during escalations
• Responsible for ensuring customer satisfaction of support and service requests
• Maintain quality-conscious interface via phone and email with both technical and non-technical clients
• Provide service of outstanding quality to internal customers as measured by their standards
• Responsible for creating and updating support services documentation including knowledge entries on desktop issues and application configurations
• Ability to provide remote support to mobile users

Job Requirements:

MUST HAVES:

• Requires a BA/BS in Related Field. Relevant work experience may substitute for required education.
• 3+ years related experience
• Working knowledge of Help Desk / Customer Support center operations
• Familiarity with Service Now call tracking software

PREFERRED:

• Knowledge of current IT technical standards as related to microcomputers, printers, and basic network technology
• Strong customer and technical support experience, supporting a clientele that is predominantly “non-technical”
• Comprehensive troubleshooting skills of various hardware and software products including: Microsoft OS’s and Office Suite, IBM Notes, BitLocker Encryption, PGP encryption, wireless, Citrix, Dell laptops/desktops, Bomgar and HP Printers
• Strong sense of customer/solution ownership, an overall drive for excellence, and a proven ability to manage multiple projects to successful completion
• Superior customer service and communications skills along with ability to drive productive team collaboration will participating in on call support rotation

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