IT Customer Service Analyst

Oneida Innovations Group•Verona, NY

10d

About The Position

Provides first-line IT support, logs and tracks tickets, escalates issues as needed, and keeps users informed. Follows up to ensure satisfaction while adhering to policies and documenting procedures. Position Responsibilities : Conducts first line of support for all calls coming into the Call Center. Escalates calls to appropriate support staff in a timely and proficient manner to comply with Service Level Agreements. Effectively communicates with the person calling concerning the status of the call and the time a technician is expected. For each call that is routed through the Help Desk, creates a ticket at the time of the call. Makes follow up calls as required ensuring customer satisfaction. Contacts users regarding the best time to schedule required tasks. Ensures policies and procedures are followed relative to the Call Center, computer deployment, and decommissioning. Ensures procedures are documented by creating any and all necessary documentation for policies and procedures. Ensures and provides quality feedback to all departments on areas of concern within the organization. Provides support as required or assigned for any Government Contract operations. Position Qualifications : A degree in Computer Science, or other related technical field, and/or equivalent experience of at least two years working in an IT environment. Communicates effectively with users to provide first level support over the phone. Must possess knowledge of Microsoft Office, Microsoft Windows 2000, and XP, and basic networking concepts (TCP/IP, DNS, cabling, wireless, etc.). Must be comfortable supporting administrator-level functionality across operating systems. Knowledge and experience with corporate infrastructure packages such as Outlook, Citrix MetaFrame, Windows Terminal Services, Active Directory, NDS, and Virus Scanning (local and server-based). Must possess knowledge of end-user device hardware support including PCs (CPU, Motherboard, BIOS, NIC, video, sound, PSU, HDD, CD-RW, DVD, FDD), monitor, keyboard, mouse, drivers, firmware, printers, and laptops. Available to provide support as needed, including evenings, nights, weekends, holidays and be able to work on a task, assignment, or bulk of work to completion regardless of shift or duration. Must be flexible and willing to work any shift – position is a 24X7 coverage support position. Demonstrated experience working with gaming and/or hospitality systems preferred. Must possess valid driver's license. Must possess or be willing and able to obtain a US DOD Secret Clearance.

Requirements

A degree in Computer Science, or other related technical field, and/or equivalent experience of at least two years working in an IT environment.
Communicates effectively with users to provide first level support over the phone.
Must possess knowledge of Microsoft Office, Microsoft Windows 2000, and XP, and basic networking concepts (TCP/IP, DNS, cabling, wireless, etc.).
Must be comfortable supporting administrator-level functionality across operating systems.
Knowledge and experience with corporate infrastructure packages such as Outlook, Citrix MetaFrame, Windows Terminal Services, Active Directory, NDS, and Virus Scanning (local and server-based).
Must possess knowledge of end-user device hardware support including PCs (CPU, Motherboard, BIOS, NIC, video, sound, PSU, HDD, CD-RW, DVD, FDD), monitor, keyboard, mouse, drivers, firmware, printers, and laptops.
Available to provide support as needed, including evenings, nights, weekends, holidays and be able to work on a task, assignment, or bulk of work to completion regardless of shift or duration.
Must be flexible and willing to work any shift – position is a 24X7 coverage support position.
Must possess valid driver's license.
Must possess or be willing and able to obtain a US DOD Secret Clearance.

Nice To Haves

At least six years of work experience.
Demonstrated experience working with gaming and/or hospitality systems preferred.
Extensive experience with PDAs, tablets, thin clients, and retail point-of-sale devices.
Extensive experience with hardware and software testing in a corporate environment. Testing to include compatibility with legacy systems, functionality, usability, and installation/upgrade.
HP, MCSE, MCP, or Call Center Certification.

Responsibilities

Conducts first line of support for all calls coming into the Call Center.
Escalates calls to appropriate support staff in a timely and proficient manner to comply with Service Level Agreements.
Effectively communicates with the person calling concerning the status of the call and the time a technician is expected.
For each call that is routed through the Help Desk, creates a ticket at the time of the call.
Makes follow up calls as required ensuring customer satisfaction.
Contacts users regarding the best time to schedule required tasks.
Ensures policies and procedures are followed relative to the Call Center, computer deployment, and decommissioning.
Ensures procedures are documented by creating any and all necessary documentation for policies and procedures.
Ensures and provides quality feedback to all departments on areas of concern within the organization.
Provides support as required or assigned for any Government Contract operations.