Description

Provide Tier 1 technical support and application assistance via telephone in a high-volume call center environment.

This role is on-site.

Responsibilities

• Provide technical assistance and advice to end users regarding hardware, software, and systems via phone.
• Investigate and resolve computer software and hardware problems.
• Reset or restore mainframe, LAN, and User IDs and passwords using RACF or Active Directory.
• Create and escalate Remedy trouble tickets to Tier 2 staff or third-party providers as needed.
• Diagnose and coordinate product repairs by dispatching and tracking work from Service Providers.

Required Skills

• 1+ years of IT Service Desk or Call Center experience.
• Experience with call tracking and ticketing software.
• Basic Active Directory administration for users and security groups.
• Strong knowledge of Microsoft operating systems, specifically Windows 7 and Office 365.
• Experience troubleshooting Office 365 within a network environment, including permissions, calendar sharing, and delegation.
• Proven ability to support users with limited technical knowledge.
• Excellent written and spoken communication skills with a professional telephone manner.

Preferred Skills

• 2-year associate degree or equivalent technical study.

Key Skills

Education

Any Graduate