Connection Services has a fantastic opportunity through our Technical Services division. We are seeking a skilled and motivated IT Support Technician II to join our team in Westborough, MA.
The ideal candidate will have a strong background in troubleshooting and resolving issues on Windows computers, iPhone, desktop and tablets.
Will perform all of the daily functions of the IT Support Technician I and make additional contributions to : Contact Center Lead, Knowledge Management, Incident Management and Problem Management.
The IT Support Technician II will be responsible for working with a variety of internal groups and external vendors to coordinate and provide parts, service and support to our end user community.
These relationships are critical to meeting support expectations.
- Responsible for providing front line support to store and corporate end users with a wide variety of IT and facilities issues.
- Ability to perform the basic core Request Fulfilment and Incident Management functions of the IS Support Technician role.
- Responsible for acting in a Contact Center Lead role and providing workflow direction to the support staff.
- Responsible for reviewing and approving new or existing Knowledge Management records.
- Responsible for identifying, creating and communicating Problem Management records.
- Provide training and mentorship to new IS Support Technicians.
- Some Technical Course work, Associate and / or Bachelor's.
- Experience in a retail call center environment.
- Must have knowledge of Microsoft based operating systems.
- Basic understanding of Desktop, Laptop and peripheral IT hardware set-up and configuration.
- Experience working in a call center environment using ITIL based call center software.
- Experience in ITIL Service Transition or Operation methodologies are a plus : Incident Management, Request Fulfillment, Problem Management or Knowledge Management.
- A+ or ITIL Foundations Certification preferred.
USD $24.00 / Hr.
USD $25.00 / Hr.
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