Associate Technology Specialist
Work Location: Remote
Description
Technology Specialists respond to and diagnose problems through discussion with users including problem recognition, research, isolation and resolution steps. Responsible for safeguarding confidential information and documenting issues and resolutions. The Technology Specialist has the experience and knowledge to resolve most complex problems.
Essential functions:
Assist customers via phone, instant messaging and ticket support
Under supervision, respond and diagnose basic issues and requests for desktop, server, mainframe, remote connectivity, and telephony applications/hardware
Analyze, document, and resolve issues and requests
Refer more complex issues and requests to more senior Technology Specialists
Document and route level 2 and 3 issues/requests to appropriate teams. Assist level 2 and level 3 teams with identifying issues or implementing fixes to restore service
Utilizes scripts and available tools when assisting customers
Provide input to and modifies department documentation
Requirements:
Working knowledge of Microsoft Office Applications (Word, Excel, Outlook, etc.)
Basic understanding of the following:
Mainframe Operating Systems.
Linux/Unix Operating Systems.
Telephony Support Applications (Cisco Call Manager, etc.)
Remote Connectivity Applications (Citrix, etc.)
Faxination Solutions
Microsoft Sharepoint
Video Conferencing solutions and software (Picturetel, etc.)
Ability to manage tasks independently and take ownership of responsibilities
Ability to learn from mistakes and apply constructive feedback to improve performance
Ability to communicate technical information clearly and articulately
Ability to adapt to a rapidly changing environment
High critical thinking skills to evaluate alternatives and present solutions that are consistent with business objectives and strategy
Shiftwork required - Must be able to work day, night, and weekend shift rotations, which may include overtime and holidays.
Technical Help Desk or Call Center experience.
Working knowledge of Microsoft Office Applications (Word, Excel, Outlook, etc.)
Ability to manage tasks independently and take ownership of responsibilities
Ability to learn from mistakes and apply constructive feedback to improve performance
Ability to communicate technical information clearly and articulately
Ability to adapt to a rapidly changing environment
Shiftwork required - Must be able to work day, night, and weekend shift rotations, which may include overtime and holidays.
Required Experience:
1+ years of relevant work experience
Preferred Education:
Bachelor's degree in a related field
Required Education:
High school diploma or GED
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