Job Classification:
Service Desk 3 SOCC Support
Interview Process: In Person Interviews, Local Candidates
Will Close to Submissions: 4/18/17 at 11:00 am
There may be some occasional light overtime with this role.
Notes From Supervisor:
Communication and Leadership Skills are extremely important with this roles. Resource will assist customers on the phone using various scripts prepared by Supervisors. A + Certification, Bachelors in Technology or 2-3 years of experience is preferred. Ticketing System being utilized is Service Now, experience with Service Now is also preferred.
Requirement Description:
-Receive telephone calls and e-mails from users having problems using computer software and hardware or inquiring how to use specific software, programming languages, electronic mail, or operating systems.
-Ascertain the nature of problem, determine whether problem is caused by hardware such as modem, printer, cables, or telephone, and log in tracking system.
-Escalate problems in accordance with defined procedures.
-Assist users through problem solving steps
-Use technical databases to research problems, and talk with co-workers to research problem and find solution.
-Test software and hardware for troubleshooting and problem resolution.
-Provide service and preventive maintenance activities on element exchange/baseline products (products with element exchange service and traditional maintenance philosophies; i.e., terminals, printers, personal computers, etc.).
-Able to diagnose and detect correct equipment errors and repair products by replacing worn or broken parts, and making technical adjustments.
-Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.
-Assist in coordination of changes, upgrades and new products, ensuring systems will operate correctly in current and future environment.
-Provide accurate and complete answers to general use and administrative environment questions in a timely manner.
-Support shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.
-Communicate accurate and useful status updates.
-Manage and report time spent on all work activities.
-Follow quality standards.
-Ability to work in a team environment
-Complete assigned tasks.
-Strong communication skills; both written and spoken
Mandatory Requirements: (resource must have 1 or more of the following)
-A+ certification
-4 + Years of Experience in Help Desk technical Support and Call Center Support
-2 + Years of Experience in a Lead role.
-Test software and hardware to evaluate ease of use and whether product will aid user in performing work.
-Write or revise training manuals and procedures.
-Develop training materials, such as exercises and visual displays.
-Train users on software and hardware on-site or in classroom, or recommend outside contractors to provide training.
-Write software and hardware evaluation and recommendation for management review.
-Implement shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.
