IT Customer Support Technician, full time, days
About The Position
Under the direction of Information Technology leadership, this entry-level position works directly with customers on Information Technology issues related to infrastructure and applications. It uses established customer service processes to provide a pleasant and responsive experience for end users. The role involves troubleshooting application, workstation, printer, telecommunication, nurse call, and other IT infrastructure. Support tickets and resolutions are documented in the Customer Support application. The technician is able to work independently but can determine when to escalate issues to other Customer Support personnel to resolve issues to customer's satisfaction. Issues may be escalated to other Information Technology professionals or vendors when working alone. The individual must be able to work with minimum supervision to complete task-oriented work. Strong customer service, written, and verbal communication skills are necessary to be successful in this position.
Requirements
- High school diploma/GED or higher education
- Some knowledge in networking, telecommunications and Windows operating systems.
Responsibilities
- Answer calls in queue from Customer Support call center system.
- Use established call center scripts (inquiries and responses) to provide end users with a consistent experience.
- Gather information from end users in order to resolve or escalate issues.
- Determine where to direct technical efforts.
- Resolves issues on first call whenever possible.
- Configures and deploys IT technologies using documented procedures.
- Develop strong critical thinking skills in order to determine root problem.
- Find and utilize established documentation in order to resolve user issues.
- Knows when to escalate issues to next level of support.
- Documents established and required information in the Customer Support system.
- Suggests changes to established support documentation.
- Assist management and other Customer Support staff in the documentation of support processes.
- Accepts mentorship from other Customer Support staff to build knowledge in systems and culture.
- Strives to increase technical knowledge by attending classes in IT technology.
- Keeps up on current technology and trends.
- Utilizes down time to learn technology in use in the organization.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
