Description
The Customer Support Specialist Consultant provides computing support to internal employees - second level problem determination, recording, resolution & escalation of problems if necessary. He/She works with users whose issues could not be resolved in the first call & answering initial user calls during peak call times. He/She resolves complex problems immediately & identifies those issues that are systemic or require senior level support involvement. He/She uses problem management database & help desk systems daily.
Principal Accountabilities:
- Acts as a secondary contact for password resets for most internal applications.
- Decides appropriate course of action when speaking with a customer, such as which actions would accurately solve their technical problem. Decides when problems need to be escalated to a higher-level resource.
- Distributes software to workstations upon request and applies knowledge of licensing process and license tracking. Demonstrates a rudimentary knowledge of common software.
- Provides authentication and entitlement credentials for access to the corporate LAN/WAN as necessary.
- Provides troubleshooting and diagnostics support to record all common customer issues. Resolves basic known issues. Demonstrates a rudimentary knowledge of hardware standards, major components, and how they interface with the environment.
- Troubleshoots all common customer issues - including hardware, software, Internet browser and remote connectivity issues.
Skills & Software Requirements:
- Bachelor's Degree, preferably a Computer / Technology Degree, or relevant work experience.
- Team-oriented individual with strong self-motivation and the ability to work with minimal supervision.
- Excellent communication skills.
- Adaptability - responds appropriately and competently to the demands of work challenges when confronted with changes, ambiguity, adversity, and other pressures.
- Strong problem-solving and troubleshooting abilities.
- Familiarity with Google workspace a plus.
Shift Pattern:
Monday - Friday
10:00am - 6:30pm CST
Occasional weekend work required
#J-18808-Ljbffr
