Response Line Analyst
6+ Month Contract with potential to hire
*upon offer, candidates must complete background check and drug test*
The Response Line provides on the phone technical support services for most of the business critical systems used. They resolve over 60% of all calls for help on behalf of many of the infrastructure and application support teams. This team is experiencing significant work volumes. They are answering 120-130 calls per week. Now that simple password reset calls are handled by the Jmark Team, this team is resolving more complex, customer impacting issues. As our organization grows and develops or implements new technology solutions, we need to be also grow our key operations support groups. If we do not fill this position there will be adverse effects on business operations. With fewer staff to answer calls, our customers will experience long wait times to get help. This may cause them to seek help through informal processes which will distract our hard working Level 2 support professionals that are focused on projects and other service improvement initiatives. Without this team fully staffed, the productivity of other teams in the organization will be adversely impacted.
Skills required to do the job:
TYPICAL DUTIES: • Provide on- the-phone technical support answering 20-30 calls per day. • Provide first contact incident resolution and request fulfillment activities in support of the PC, server and application services environments. • Responsible for incident diagnosis, categorization, routing and resolution activities. • Collaborate with level 2 technical support professionals to identify and resolve more complex incidents.
MINIMUM QUALIFICATIONS: • High school diploma or equivalent with 4 or more years of experience in an IT function. Thorough knowledge of hardware and software support. • Experience as an on-the-phone technical support professional is desired.
TECHNICAL SKILLS: • Great customer service skills. • Ability to smile through the phone while you expertly manage the call to provide technical services. • Strong Active Directory skills. • Adept at using Microsoft Active Directory Administrative Console to provide technical support. Desktop Support and Printing Issue management skills. • MS Office Application support. • Outlook Client support skills.