IT Customer Support Technician, full time, days

Under the direction of Information Technology leadership this entry level position works directly with customers on Information Technology issues related to infrastructure and applications. Uses established customer service processes to provide a pleasant and responsive experience for end users. Troubleshoots application, workstation, printer, telecommunication, nurse call, and other IT infrastructure. Documents support tickets and resolutions in the Customer Support application. Is able to work independently but can determine when to escalate issues to other Customer Support personnel to resolve issues to customer’s satisfaction. May escalate issues to other Information Technology professionals or vendors when working alone . Must be able to work with minimum supervision to complete task oriented work. Strong customer service, written and verbal communication skills are necessary to be successful in this position., * Documents established and required information in the Customer Support system.

• Suggests changes to established support documentation.
• Assist management and other Customer Support staff in the documentation of support processes.

Professional Development

• Accepts mentorship from other Customer Support staff to build knowledge in systems and culture.
• Strives to increase technical knowledge by attending classes in IT technology.
• Keeps up on current technology and trends.
• Utilizes down time to learn technology in use in the organization.

Do you have experience in Windows?, Do you have a High school diploma or GED?, High school diploma/GED or higher education

Problem Management

• Answer calls in queue from Customer Support call center system.
• Use established call center scripts (inquiries and responses) to provide end users with a consistent experience.
• Is able to gather information from end users in order to resolve or escalate issues.
• Ability to determine where to direct technical efforts. Resolves issues on first call whenever possible.

Troubleshooting and Technical

• Configures and deploys IT technologies using documented procedures
• Ability to develop strong critical thinking skills in order to determine root problem.
• Some knowledge in networking, telecommunications and Windows operating systems.
• Can find and utilize established documentation in order to resolve user issues.
• Knows when to escalate issues to next level of support.