Job description
Job Summary: Responsible for Tier I software and hardware support of medium to high complexity daily via telephone, email, instant message, remote control tool or onsite. Onsite support may include hardware or software installation, troubleshooting, or training.
Essential Duties:
- Provide Tier I software and hardware support of medium to high complexity daily via telephone, email, instant message, remote control tool or onsite. Onsite support may include hardware or software installation, troubleshooting, or training.
- Diagnose and resolve incidents using documented procedures and checklists in the performance of most responsibilities.
- Enter all incoming incidents and requests into the ticket management system, documenting detailed and accurate troubleshooting steps and instructions, as well as properly notating tickets with all customer contact per GTS Standard.
- Perform workarounds as appropriate if incident cannot be resolved and/or root cause unknown.
- Perform basic account access request fulfillment or incident management.
- Configure, troubleshoot, and resolve basic remote access issues.
- Properly notate tickets with all customer contact per ITS Standard.
- Perform new hire orientation related to PC set-up and use.
- Function, somewhat independently, under general direction of more senior Service Center analysts, supervisors, or managers.
- Generally follow documented procedures and checklists.
- Professional demeanor, strong customer relations skills.
- Proven analytical, troubleshooting, and problem-solving abilities.
- Basic understanding of IP networking concepts, troubleshooting and diagnostics.
- Basic knowledge of Active Directory.
- Basic understanding of web technologies and components.
- Intermediate knowledge of MS Windows, MS Outlook, Internet Explorer, and MS Office applications.
- Intermediate knowledge of LAN/WAN networking and remote access technologies.
- Ability to multi-task in a fast paced, constantly changing environment.
- Ability to work overtime, as needed.
- Ability to type a minimum of 35 wpm accurately. Must be a touch typist.
- Aptitude for understanding and troubleshooting technical problems.
- Ability to prioritize and perform a variety of concurrent tasks with minimal direction.
- Ability to deliver information effectively and clearly to a range of audiences.
- Ability to work well with others.
- Ability to lift to 50 pounds.
- Punctual, regular, and consistent attendance.
- Excellent written and verbal communications.
- Must be a team player and enjoy working in a customer service environment.
- Excellent organizational skills.
- Highly self-motivated and directed with a keen attention to detail.
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