IT Customer Support Representative
IT Customer Support Representative
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Hours: MF (8am5pm) or Multiple shifts could change for needed shifts
Some OT expected for this position
In Office Position and/or Hybrid Rotation Hybrid expectation is that agents will be onsite 3 days/week and remote 2 days/week. Schedule determined with team.
Eligible to receive 40 hours PTO/year. Limit to 20 hours during 6 month assignment.
6 month contract Possibility of extension based on demand.
Interview process: One round 30 minute video panel interview
SCOPE/PURPOSE OF POSITION:
To provide support of authorized IT Devices for business use in connection with Client IT platforms resources services and systems in serving the operational interests of the company. Perform as part of the Service Desk (SD) team serving as a single point of contact for the user community providing effective timely troubleshooting and resolution to common issues and requests or ticket routing to specialized or advanced level support. Support channels include phone chat and walkup.
RESPONSIBILITIES:
Responds courteously and promptly to user phone calls live chats incoming tickets and other assigned service channels.
Effectively use ServiceNow to manage tickets throughout their lifecycle.
Contribute towards meeting or exceeding SD metrics targets and goals.
Follows all Client IT policies and documented processes including Incident Management Request Fulfillment and Knowledge Management.
Execute Knowledge Base (KB) articles to provide effective and timely analysis troubleshooting and accurate resolution/routing of technical incidents and requests. Provide KB feedback to improve articles.
Interact with vendor technical support to ensure effective resolution of 3rd party services.
Actively maintain tickets according to processes and within established SLAs. This includes the timely update of tickets to track all troubleshooting performed and communications with users vendors and other IT teams. Proactively initiate ongoing communication with end users via phone chat and email to continuously manage expectations.
Customer scheduling/followups
Monitor the queue and action or route tickets.
Inform leadership of broader issues impacting users or the team
Interact with teammates throughout the day to share information and knowledge.
Fulfill all administrative requirements ontime
Answer respond to and route Corporate Calls as needed
EDUCATION REQUIREMENTS
Associate degree in IT or related professional certification Preferred
Minimum High School Diploma or GED Required
WORK EXPERIENCE
A minimum of 2 year of IT Helpdesk or Service Desk experience
REQUIRED SKILLS
Time management. Ability to meet and keep a schedule. Ability to multitask complete tasks and meet deadlines in a fastpaced environment
Customer service experience preferably in a call center environment
Strong work ethic with an attention to detail and a positive attitude
Selfstarter able to work in team environment and motivate others
Strong technical abilities including knowledge and skill with computers and mobile devices
Strong organization and planning skills with ability to handle changing priorities
Interpersonal skills empathy patience and ability to communicate clearly
Must be fluent in English with the ability to read write and comprehend
DESIRED SKILLS
Microsoftbased applications with emphasis on Windows 11 Microsoft O365 Teams etc.
Experience with call management software such as Finesse or similar
Quality / documentation experience
Familiarity with Microsoft Azure.
Active Directory Administration
Experience resolving Outlook issues such as mail file size and data files (.ost)
Experience with Windows troubleshooting including monitor display issues printing connectivity etc.
Configuration & distribution of corporate mobile devices
Troubleshooting Cisco VPN and Pulse clients
Facilitating Citrix connectivity
Remediating Symantec Endpoint Protection
LogMeIn remote connection/utilization or similar tool
MEMC Deployment of software
Asset management skills
Edge and Google Chrome support
Installation/configuration of various Adobe products /Software
Printer/driver troubleshooting & installation
ServiceNow or similar ticket management tool
Knowledge base utilization
Travel
010% Will be required to travel to Solutions Bar location within Valley when scheduled.
About us: DivIHN the IT Asset Performance Services organization provides Professional Consulting Custom Projects and Professional Resource Augmentation services to clients in the MidWest and beyond. The strategic characteristics of the organization are Standardization Specialization and Collaboration. DivIHN is an equal opportunity employer. DivIHN does not and shall not discriminate against any employee or qualified applicant on the basis of race color religion (creed) gender gender expression age national origin (ancestry) disability marital status sexual orientation or military status.
Employment Type
Full Time
