Role Description

This position will provide in-depth technical support on a wide range of technologies such as desktop computing and client applications, telecommunications, and data networking for end-users. Resolve assigned support call records within agreed upon service levels.

• Answer, evaluate and prioritize incoming telephone, voicemail, e-mail and in-person assistance requests from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Interview user to collect information about the problem and lead user through diagnostic procedures to determine source of issue.
• Determine whether problem is caused by hardware such as a modem, printer, cables, or telephone.
• Handle problem recognition, research, isolation, resolution and follow up for routine users, referring more complex problems to supervisors or other technical staff.
• Log and track calls using problem management database, and maintain history records and related problem documentation.
• Prepare standard statistical reports such as help desk incident reports.
• Analyze and evaluate incident reports and make recommendations to reduce help line incident rate.
• Contact software and hardware vendors to request service regarding defective products.
• Install personal computers, software and peripheral equipment.
• Provide end user systems setup and access.
• Support Telephony hardware and software including PBX and dialer equipment, Inter-tel PBX and Mercury dialers.
• Ensure security of organization pertaining to cameras, DVR equipment and card access.
• Support end-user CR Software Platinum.
• Maintain up-to-date knowledge, understanding, and compliance with all Federal, State, and Local laws and regulations, with functional area, and with Company policies and procedures.
• Have regular attendance and timeliness which are required due to the production-based nature of the business and client requirements.
• Provide proactive feedback to management concerning potential problems and recommendations for improvement. Recommend process improvements for efficiencies and best practices.
• Must adhere to all Company, Client and Consumer confidentiality and security policies and procedures.

Qualifications

• Associates Degree in a related field and/or 3-5 years of experience.
• Excellent technical skills with experience in Microsoft Suite/CRS Platinum, CUBS 3rd Party Dialer Applications (Livevox, TCN, & Global) ADP, PGP, Adobe Acrobat, WinZip, 7Zip, Pidgin, Remote Desktop Manager, RD Tabs and DLP.
• Exceptional problem-solving skills.
• Ability to write routine reports and correspondence.
• Excellent written and verbal communication skills.
• Ability to manage and prioritize multiple projects simultaneously.

Requirements

• Work is generally performed within an indoor office environment utilizing standard office equipment.
• While performing this job, the employee is regularly required to talk, type, see, and hear while sitting at a computer terminal for extended periods of time.
• The employee frequently is required to multi-task (e.g., talk and type simultaneously).
• The typing aspect of the job requires the employee to reach with hands and arms; and use hands and fingers to handle/feel the keys.
• The job requires extensive use of keyboards and computers. Lifting up to 30 pounds.

Position Type/Expected Hours of Work

• Some flexibility in hours is allowed, but the employee must be available during the department’s scheduled hours and guidelines, which may include at least one or two evening and/or weekend shifts.
• Full-time employees must maintain continuous full-time employment status.
• Because of the production-based nature of the job, employees must be able to adhere to their schedule and attendance policies.