Digital End User Services Technician

Reinhart Boerner Van Deuren SC•Madison, WI

20h•Onsite

About The Position

Reinhart Boerner Van Deuren is seeking a skilled Digital End User Services Technician to provide professional first-level support to internal customers and serve as the first point of contact for the firm’s service organization. The technician handles calls and tickets for break/fix incidents and service requests, gathers and records information, works through customer issues, and routes or escalates matters to the appropriate team when needed. Incident escalations follow the established process to meet SLAs. The role requires a customer-focused, positive, and collaborative approach. The technician follows up with customers and sees problems through to resolution while maintaining accurate documentation, building knowledge base content, and keeping current with help desk procedures, products, technologies, and service management skills. The position is office-based, with reliable transportation and the ability to be in the office required. The work involves frequent sitting, talking, and hearing, as well as occasional standing, stooping, kneeling, crouching, crawling, lifting up to 20 pounds, and close-vision work.

Requirements

Associate degree; the posting also specifies an associate degree in a computer-related program.
One to three years of experience.
Proven working experience providing Help Desk support.
Working knowledge of help desk software, databases, and remote-control software.
Active listening skills when communicating with internal customers.
Attention to detail when recording incident or request information.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to maintain composure in demanding situations.
Strong client-facing and communication skills.
Advanced troubleshooting and organizational skills.
Ability to prioritize tasks and manage time efficiently.
Customer service orientation.
Reliable transportation and ability to be in the office.
Strong oral and written communication skills.
Ability to respond effectively to inquiries or complaints.
Ability to develop, maintain, and promote strong internal and external relationships.
Ability to maintain professional business-casual dress and grooming.

Nice To Haves

ITIL Foundation certification or similar ITSM certification.

Responsibilities

Provide first-level contact and communicate resolutions to customer issues.
Escalate unresolved queries to the next level of support.
Track, route, and redirect problems to the correct resources.
Create tickets from service desk calls and capture information needed to resolve customer queries or requests.
Update customer data and produce activity reports.
Walk customers through the problem-solving process.
Follow up with customers, provide feedback, and see problems through to resolution.
Provide excellent customer service and exceed customer expectations.
Record, document, create knowledge base content, and close tickets appropriately.
Recommend procedure modifications or improvements.
Maintain and grow knowledge of help desk procedures, products, and services.
Use training and growth opportunities to stay current with relevant technologies and service management skills.