Senior Service Center Representativ

Job Title: Senior Service Center Representative

Top 3 things on a resume we are looking for

• Critical thinking
• Customer Service
• Call Center Experience

Summary

• Client has an exciting opportunity in our Information Technology group.
• We are looking for a Senior Service Center Representative to work with Client employees and international users and exercise judgment within the defined procedures and practices to determine appropriate action.
• You must have excellent communication skills, both verbal and written, and be detail oriented.
• This position is Hybrid.

Responsibilities

• Provide technical support involving desktop, laptop, handheld devices, or network services.
• Coordinate, diagnose and troubleshoot incoming support calls.
• Simulate or recreate user problems to resolve operating difficulties in a timely manner Provide event status updates to management and end-users.
• Document, implement, and adhere to standard operating procedures and customer service guidelines.
• Capture, monitor, communicate, and resolve events that impact the user environment.
• Manage multiple assignments of moderate to complex scope.
• Apply professional concepts, company policies and procedures to solve a variety of problems.
• Maintain and promote a strong safety culture and follow all safety policies, procedures, and regulations.
• Identify and communicate workplace hazards and correct or seek assistance in correcting unsafe actions or conditions.

Minimum Qualifications (required)

• High School Diploma (or equivalent)
• 2+ years of experience in Information Technology and help desk support

Additional Qualifications (desired)

• Bachelor's degree preferred in Information technology, Computer Science, Computer Engineering, Information Technology, Information Technology Management, or related field
• Previous work experience in a computing environment including support for desktop, network, and server equipment to include knowledge of patch management and package deployment processes
• Knowledge of ITSM best practices and service delivery standards
• Experience with Microsoft Windows operating system, network configuration, support of handheld devices, and familiar with systems monitoring and uptime
• Strong customer service and communication skills
• Microsoft Certifications
• Familiar with Microsoft Office Suite
• A+ Certification

Physical Requirements

• Ability and willingness to work a variety of shifts during the hours of 6am 6pm, including rotating weekends, and some holidays
• Pre-employment screening is based on the job requirements and industry guidelines and may or may not be required for the position.
• If required, selected candidates must pass pre-employment screenings to include all or a combination of drug, criminal, motor vehicle check, physical requirements and FMSCA Clearinghouse.