Temporary User Support Service

Institute Of Electrical And Electronics Engineers • Piscataway, NJ

73d

About The Position

The temporary support technician will provide support via phone, in person, web, email, chat and other channels as required to all levels of IEEE staff and is responsible for taking ownership of customer issues and seeing problems through to resolution. Must ensure proper recording and closure of all issues and follow standard procedures for escalation of unresolved issues. Responsible for supporting all working end nodes (PC, Macs, mobile devices, printers, etc) for all IEEE staff. This position must possess a good understanding of how the MAC platform integrates with a Windows based production environment. Respond to / resolve all issues or requests within defined SLA's. Accountability is documented in monthly statistical reports and from feedback from the user community and co-workers. Work is performed with frequent interruptions and is subject to immediate response for service, competing priorities and emergency deadlines. The User Support Technician I needs to be able to interface with non-technical users and instruct them on performing diagnostic procedures. This position must be able to work effectively remotely at home or in the office. The position may be subject to rotating shifts to accommodate coverage.

Requirements

• A bachelor's degree is required.
• 1-3 years of experience in Help Desk/technical support.
• Knowledge of Windows and Macintosh troubleshooting.
• Understanding of networking essentials.
• Strong customer service and communication skills.
• Excellent listening and questioning skills.
• Ability to diagnose, troubleshoot, and identify solutions to resolve customer issues.
• Experience troubleshooting and maintaining Windows and Macintosh hardware and software.
• Good analytical and problem solving skills.
• Strong attention to detail.
• Ability to communicate technical instructions to non-technical staff.

Responsibilities

• Provide support via phone, in person, web, email, chat and other channels to all levels of IEEE staff.
• Take ownership of customer issues and see problems through to resolution.
• Ensure proper recording and closure of all issues and follow standard procedures for escalation of unresolved issues.
• Support all working end nodes (PC, Macs, mobile devices, printers, etc) for all IEEE staff.
• Respond to and resolve all issues or requests within defined SLA's.
• Document accountability in monthly statistical reports and from feedback from the user community and co-workers.
• Interface with non-technical users and instruct them on performing diagnostic procedures.
• Work effectively remotely at home or in the office.
• Manage a queue of open tickets, providing prompt and accurate feedback to customers.

What This Job Offers

• Job Type: Full-time
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree