Technical Support Specialist
Hybrid 5 days in the office and 5 days out of the office.
Candidates must be local to Harrisburg, PA
This position will focus on call center work. The Call Center Analyst will be taking calls and helping people on the computer with logins, resets and assistance getting through applications and escalating tickets to tier two when necessary.
The Call Center Analyst analyzes and troubleshoots business application support problems and applies their understanding of computer software, hardware products, and application services to resolve user problems.
Responsibilities :
- Receives telephone calls and e-mails from users having problems using business application or inquiring how to use specific aspects of the applications.
- Ascertains the nature of problem, determine whether problem is caused by hardware such as modem, printer, cables, or telephone, or is an application issue and logs in tracking system.
- Escalates issues in accordance with defined procedures.
- Assists users through problem solving steps.
- Uses technical databases to research problems, and talks with co-workers to research problem and find solution.
- Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.
- Assists in coordination of changes, upgrades and new products, ensuring systems will operate correctly in current and future environment.
- Provides accurate and complete answers to general use and administrative environment questions in a timely manner.
- Communicates accurate and useful status updates.
Requirements :
- 2 years of experience creating ServiceNow incidents
- 3 years of experience running daily data reports
- 3 years of experience performing computer repairs
- 3 years of experience responding to help desk questions via phone and email
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