Overnight IT Customer Service Support
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About The Position
In the role of Overnight IT Customer Service Support, you'll be responsible for answering incoming calls or emails in a timely manner. Conduct every transaction with a customer focused, courteous, approach that will ensure first call resolution and achieve a satisfaction score of 90% or higher. Document call activity into the Service Desk ticketing system. Maintain access for all client systems, as assigned. Work with other Support Center analysts and Senior Technicians to understand workstation and server support needs. Provide hands-on and remote-controlled workstation support services. Participate in software deployments, client workstation triage or basic management of remote network printer support. Provide appropriate training frameworks, programs and end user support procedures or documented technical solutions to users that call in. Handle basic active directory administration requests such as password resets or new hire account creations. Complete new hire class build outs from start to finish as it pertains to account creation, user permissions, security badge access, etc. Participate in and support new hire classes in the required IT zoom orientation meetings. Create and update documentation as needed in Confluence & Microsoft Teams as it pertains to new processes, troubleshooting, etc. Manage new hires & terminations as it pertains to badge access, AD account management, user permissions, hardware procurement, etc. Up to 30% onsite technical support may be required at any/all SPI office locations. Be able to fully deploy a fully configured PC system which includes: imaging, installing all requisite software, processing updates, installing drivers, procuring all necessary hardware, configuring Windows user profile, etc. Other duties may be assigned.
