IT System Support Specialist

Description :

Sunday - Wednesday Shifts

Operator - 6 : 00am-4 : 30pm ET - Louisville based

Operator - 9 : 00pm-7 : 30am ET Louisville based

Client is a leading technology and service provider for the pari-mutuel gaming industry. This is an entry level role integral within the client.

This role is responsible for system monitoring, troubleshooting system issues and providing a positive customer experience by solving issues reported through email and phone calls.

role.

• Assist other operators on your shift
• Fill out tickets thoroughly with all necessary / critical information
• Actively participate in bi-weekly 1 : 1s with supervisors, provide feedback on your performance, provide suggestions for

improvement and take an active role in your development as an operator.

• Take all breaks and lunches when scheduled
• SEVs : Participate in all aspects and be mindful during the call
• Set the next shift up for success
• Maintain a clean and organized hub

Essential Functions :

Responsible for creating a positive customer experience by professionally, accurately and efficiently handling incoming calls from customers and Field Operations to answer questions and / or assist in troubleshooting of communication equipment, consoles, terminals, boards / auxiliary odds boards, and other equipment.

Acts as a back-up operator to ensure the integrity of the clients system.

Monitor error logs, system alerts, and communication networks. Report errors per guidelines including escalation based on established protocols.

Responsible for data entry into scheduling system and validating the accuracy of the entries.

Efficiently and accurately completes all tasks on the daily checklist.

Acts as a project team member for assigned projects.

Performs User Acceptance Testing for new software versions.

Efficiently and accurately completes system configuration requests as assigned.

Monitor processing errors and perform preliminary troubleshooting. Escalate processing errors to the appropriate parties, when necessary.

Performs other duties as assigned.

• Phones :
• Log into phones within 10 minutes of your shift start time if your shift task assignment breakout role dictates phone duty.
• Provide excellent customer service, including identifying yourself and United Tote when answering the call, using the

customer’s name throughout the call, closing the call by asking the customer if they have any other needs or concerns

• Answer all calls timely
• Strive for one / first call resolution
• Enter every incoming call as a Service Desk ticket
• Use proper and polite etiquette when speaking

Email :

• Monitor all email on your shift, should you be assigned to Role 1 of shift task assignment breakout
• Enter every customer email as a Service Desk ticket (excluding Service Desk bounce backs)
• Use proper and polite etiquette when responding to email
• Provide updates to the customer for email requests (see shift task assignment breakout documentation for more details)

Skills :

Problem Solving, detail oriented, help desk, call center experience, office suite, Microsoft, excel database, outlook, configuration control, port servers

Top Skills Details :

Problem Solving, detail oriented, help desk, call center experience

Additional Skills & Qualifications :

Qualifications : Required

Required

Must be at least 18 years of age with a High School diploma or GED.

Proficient with Microsoft Office, especially Outlook, Excel and Word.

Passionate problem solver with excellent trouble shooting skills and can-do attitude who can maintain a calm demeanor in stressful situations.

Independent self-starter with proven self-motivation and the ability to work professionally and collaboratively with others.

Excellent verbal and written communication skills and ability to manage multiple or competing priorities with a proven ability to pay close attention to the fine details.

Ability to work a flexible schedule including evenings, weekends and holidays as needed.

Must be punctual and have reliable transportation.

Preferred

Associate’s or Bachelor’s degree

Some experience with configurations of consoles, routers, port servers, switches and printers.

Some travel may be required

Physical Demands :

The following physical and mental demands are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is frequently required to sit, sometimes for prolonged periods while working at a desk, on the phone, and / or on the computer;
• type on a computer keyboard; use hands to finger, handle or feel; talk or hear; reach with hands or arms; walk or stand;

and perform some repetitive motion activities.

Specific vision abilities required by this job include close vision, color vision, color differentiation, peripheral vision, depth perception, and ability to adjust focus.

This position requires the ability to work effectively as part of a team; and concentrate on a variety of details when faced with interruptions and changing work priorities.

Experience Level : Entry Level

Entry Level

About TEKsystems :

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity.

We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia.

As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change.

That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.