Technical Support Specialist - Level 1

Continuum Advantage•Waukee, IA

17h

About The Position

The Technical Support Specialist – Level 1 is an entry-level position that provides professional technical support to all clients of Myriad Advisor Solutions. The Level 1 Specialists must possess strong analytical and strategic thinking, as well as planning, organizing and problem-solving skills: a high degree of technical expertise, sound professional and technical judgment, and a commitment to exceptional customer service and teamwork. Essential Duties and Responsibilities Daily tasks include, but are not limited to, diagnostics, troubleshooting, resolving network and wireless issues, setting up user accounts, formatting and setting up desktop and laptop computers Provide remote technical guidance, assistance, and coordination to end-users for PC, network, software, and hardware problems Support daily client communication- including phone, email, and chat requests. Accurately document details related to client support issues in help desk ticketing system and complete ticket/tasks efficiently Create, build, and foster strong and effective working relationships with peers, management, clients, and vendors Ensure growing knowledge of company supported systems, with a goal of becoming a product expert Ability to display dependability through IT Help Desk shift coverage spanning Monday-Friday 7am-7pm CST The Essential Duties and Responsibilities listed are not all inclusive; other duties as assigned will apply

Requirements

Degree or Associates degree in Information Technology related field preferred; completed college coursework in conjunction with work experience will also be considered
Current knowledge of computer systems, electronic systems, and software applications
Solid understanding of desktop applications
Intermediate to advanced knowledge of Microsoft Windows 10, and a willingness to learn new operating systems
Intermediate to advanced knowledge of general internet technologies (email, web browsers, etc.)
Basic knowledge of core network technologies (WiFi, routers, switches, etc.)
Strong client service skills, first-hand experience interacting directly with customers; a genuine interest in serving and caring for our clients
Strong professional phone etiquette
Possesses strong work ethics and morals; is driven and motivated to advancing their career through hands on experience and evolving industry knowledge
Core Value of C.A.R.E C ommunicate. A ccountable. R espect. E thical. C ommunicate. Comfortably connect with clients in an open and informative way that supports the Myriad C.A.R.E interaction style with our clients
Positive: Create, support, and encourage a positive work environment; Energetic, eager to learn, team player and willing to cooperate
Exudes excellent oral, written and interpersonal communication skills, well-spoken both on the phone and in person
Approachable: Genuinely encourage business interactions with client, strategic business partners and internal team members; become and remain a reliable go-to resource
Extraordinary customer service skills and presence while possessing a positive attitude through all client interactions
Manage multiple client demands simultaneously, shift priority when the need arises, and consistently demonstrates flexibility and positivity
A ccountable . Energetic team player, with the ability and willingness to learn and effectively utilize new technologies as required and required
Retain a fast-paced working environment, balances competing priorities and flexing between many tasks at any given time
Dependable: Punctual to scheduled work shift/schedule, internal and external meetings. Consistently following through on tasks, projects, and client commitments
R espect. Treat all people with courtesy, politeness, and kindness. Encourage peers and clients to express opinions and ideas. Listen to what others have to say in conjunction with respectfully expressing your viewpoint
Consistently seek out ways to provide service and solutions to clients that will positively impact their transition and long-term business structure.
Recognize client’s business needs and think creatively to offer solutions to exceed those needs
Brand Loyalty: Loyal and trustworthy to positively promote and display the Myriad brand, products and service offerings
E thical. Maintain a self-driven, results-orientated outlook with a positive focus on the overall success for client, strategic partner, and Myriad
Confidential: Discreet in all aspects of the job; maintain confidentiality in all circumstances
Adhere to processes and procedures to ensure the highest degree of efficiency is maintained; adheres to budget guidelines, reduce expenses as applicable, without jeopardizing the quality of output
Display strong work ethics and morals; Is driven and motivated to advancing their career through hands on experience and evolving industry knowledge
Nature of position requires physical mobility and the ability to lift a minimum of 50 pounds.

Nice To Haves

Level 1 Technical Support experience preferred

Responsibilities

diagnostics
troubleshooting
resolving network and wireless issues
setting up user accounts
formatting and setting up desktop and laptop computers
Provide remote technical guidance, assistance, and coordination to end-users for PC, network, software, and hardware problems
Support daily client communication- including phone, email, and chat requests.
Accurately document details related to client support issues in help desk ticketing system and complete ticket/tasks efficiently
Create, build, and foster strong and effective working relationships with peers, management, clients, and vendors
Ensure growing knowledge of company supported systems, with a goal of becoming a product expert
Ability to display dependability through IT Help Desk shift coverage spanning Monday-Friday 7am-7pm CST