Vacancy expired!
JOB DESCRIPTION: Provide technical computer support to CED employees over the telephone, via email or in person. This individual's prime responsibility is to ensure that CED's 600+ locations receive an exceptional customer experience from the high level of service provided by the Help Desk, thereby minimizing disruptions to their daily operations.
In this role, you will provide maintenance of the computer desktop environment by analyzing requirements, installing hardware and software solutions, resolving problems or escalating in a timely manner if unable to resolve. Candidate is also responsible for isolating problems, determining and implementing solutions. Tasks include end user support of proprietary and 3rd party software and performing PC maintenance, upgrades and configurations.
This individual must possess excellent communication and customer service skills required for effective, courteous and professional management of inquiries, problems and assistance requests from CED Profit Centers. He/she must have the ability to make decisions quickly and independently without direct supervision.
EDUCATION: Bachelors Degree
- Full-time (Monday - Friday with a set 8-hour schedule between the hours of 6:30 am - 8:00 pm EST)
- Excellent Customer Service and inter-personal skills
- Network troubleshooting skills
- Working knowledge of Windows Operating systems and applications (XP and 2003 server)
- Knowledge of installing, configuring and troubleshooting PC hardware/software, printers and communication devices
- Strong aptitude in OS repairs, spy ware and virus removal, hardware, upgrades and troubleshooting
- Internet and e-mail troubleshooting skills
- Ability to learn other hardware and software as they become pertinent to the business needs
- Working knowledge of CEDNet tools and software are a plus
- Related experience and training
- Attention to detail
- Organizational skills sufficient to ensure all calls are logged and follow-up is complete
- Must possess ability to work under pressure
- Must possess ability to multi-task
- Ability to prioritize workloads
- Ability to provide customer with an exceptional customer experience and service at all times
- Effective analytical and problem-solving skills
Essential Job Requirements:
- Ability to train, in person or over the phone, technical subjects to users/students using the English language
- Advanced math skills including: addition, subtraction, multiplication, division, percentages, ratio's, discounts/multipliers and probabilities
- Ability to use Microsoft Word, Excel and Outlook
- Install, test and configure new workstations, peripheral equipment and software
- Provide first line support for any information technology issues and problems
- Perform password resets
- Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
- Modify configurations, utilities, software default settings, etc. for the local workstation
- Remove virus and spyware from infected equipment
- Assist with onboarding of new users
- Manage PC setup and deployment for new employees using standard hardware, images and software
- Support computers, laptops, tablets, smart phones and applications
- Diagnose and resolve technical hardware and software issues
- Ask questions to determine nature of problem
- Research questions using available information resources
- Quickly and accurately determine incident scope and impact
- Manage critical incidents and escalating problems as required to manager and Level 2 support teams
- Log all help desk interactions
- Follow up on tickets at pre-defined intervals until resolved
- Monitor Help Desk for tickets assigned to the queue and process first-in first-out based on priority
- Stay current with system information, changes and updates
- Update the internal knowledge Base with issue resolution details
- Ability to answer telephones and provide courteous, prompt and efficient customer service
- Ability to sit for extended periods of time
- Some travel may be required
Keywords: IT Technician, Computer Technician, Computer Specialist, IT Specialist, Customer Service Specialist
Vacancy expired!