IT Call Center Support / Service Desk / Help Desk / Technical Support

Scope of Services:

Responsible for Tier I IT call center customer service support. Diagnoses and resolves problems using documented procedures and checklists in the performance of most responsibilities. Enters call data into a tracking system. Escalates problems to higher level technical support professionals when necessary. Assists in the resolution of application and software problems.

Education:

High School Diploma or equivalent.

Experience:

1 to 2 years of Customer Call Center work experience.

1 year of computer software, account password reset, and network connection troubleshooting work experience a plus.

Primary Job Duties/ Tasks

The submitted candidate must be able to perform the following duties and/or tasks:

1. Provide support for customers remotely with password or access issues.
2. Documents work performed and resolution(s). Identify, analyze and resolve problems and issues through the use of troubleshooting tools and techniques as well as teamwork.
3. Support customers in ISA Utility with role assignment, account activation, and password reset
4. Maintain up to date customer and technician information in ITSM ticketing system
5. Manage incoming requests from customers and generate ticket in ITSM ticketing system for resolution or escalation to additional IT teams.
6. Work with the team to maintain central hub of communications for the agency.

Job Specific Knowledge, Skills, and Abilities (KSAs):

The submitted candidate must be able to apply common knowledge, skills, and abilities in the following areas:

1. General knowledge of Microsoft products, including operating systems, office suite and outlook in a networked environment.
2. General knowledge of computer software and hardware relative to personal computer, local area network/wide area network environments.
3. Skilled at installing and providing technical support for software applications, operating systems, and personal computer hardware
4. Ability to communicate effectively both verbally and in writing
5. Ability to read, understand, and comply with the department's policies, procedures, guidelines, and practices relating to desktop standards.

General Knowledge Skills and Abilities (KSAs):

The submitted candidate must be able to apply common knowledge, skills, and abilities in the following areas:

1. Communication: Ability to clearly convey information, in both written and verbal formats, to individuals or groups (i.e., team meetings, Global outage notifications, etc.). Must have the ability to effectively listen and process information provided by others.
2. Customer Service: Works well with clients and customers (i.e., business office, public, or other agencies). Able to assess the needs of the customer, provide information or assistance to satisfy expectations or resolve a problem.
3. Decision Making: Makes sound, well-informed, and objective decisions.
4. Flexibility: Is open to change, new processes (or process improvement), and new information. Has the ability to adapt in response to new information, changing conditions, or unexpected obstacles. Ability to receive and give constructive criticism and maintain effective work relationships with others.
5. Interpersonal: Shows friendliness, courtesy, understanding, and politeness to others.
6. Leadership: Motivates, encourages, and challenges others. Can adapt leadership styles in a variety of situations.
7. Problem Solving: Able to identify, evaluate, and use sound judgement to generate and evaluate alternative actions, and make recommendations accordingly.
8. Team Building: Encourages, inspires, and guides others toward accomplishing the common goal.
9. Quality Assurance: Knowledge of the ideologies, techniques and tools for quality assurance and control. The ability to put the ideologies, techniques, and tools into practice.