Support Specialist - Consultant
Description
Make your application after reading the following skill and qualification requirements for this position.
The Customer Support Specialist Consultant provides computing support to internal employees - second level problem determination, recording, resolution & escalation of problems if necessary.
He / She works with users whose issues could not be resolved in the first call & answering initial user calls during peak call times.
He / She resolves complex problems immediately & identifies those issues that are systemic or require senior level support involvement.
He / She uses problem management database & help desk systems daily.
Principal Accountabilities :
- Acts as a secondary contact for password resets for most internal applications.
- Decides appropriate course of action when speaking with a customer, such as which actions would accurately solve their technical problem.
Decides when problems need to be escalated to a higher-level resource.
- Distributes software to workstations upon request and applies knowledge of licensing process and license tracking. Demonstrates a rudimentary knowledge of common software.
- Provides authentication and entitlement credentials for access to the corporate LAN / WAN as necessary.
- Provides troubleshooting and diagnostics support to record all common customer issues. Resolves basic known issues. Demonstrates a rudimentary knowledge of hardware standards, major components, and how they interface with the environment.
- Troubleshoots all common customer issues - including hardware, software, Internet browser and remote connectivity issues.
Skills & Software Requirements :
- Bachelor's Degree, preferably a Computer / Technology Degree, or relevant work experience.
- Team-oriented individual with strong self-motivation and the ability to work with minimal supervision.
- Excellent communication skills.
- Adaptability - responds appropriately and competently to the demands of work challenges when confronted with changes, ambiguity, adversity, and other pressures.
- Strong problem-solving and troubleshooting abilities.
- Familiarity with Google workspace a plus.
Shift Pattern : Monday - Friday
Monday - Friday
10 : 00am - 6 : 30pm CST
Occasional weekend work required.
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