Job Description
Detailed Statement of Duties and Responsibilities:
- Monitor & respond to telephone, voicemail, email and ticketing system (ServiceNow) to resolve customer issues with the highest level of customer satisfaction.
- Respond and resolve tickets adhering to service level agreements.
Provide tier1 and tier 2 troubleshooting/customer issue resolution assistance to IT-ITS team.
- Actively engage with Development, Application Support, Network and Server Team personnel to resolve incidents, tasks, and work orders.
- Notify/escalate to the appropriate personnel on all outages impacting the DOT environment.
- With direction from IT Operations Management, follow all security guidelines and remediation tasks related to PCI to ensure 100% compliancy.
- Image, install and troubleshoot PC's, laptops and tablets at company offices (for example: ITS locations, RMV Service Centers, Highway Offices, Aeronautics, and shared services)
- Install, configure, and deploy software and hardware. (Windows10, Office 365, HP/Lenovo hardware)
- Install, configure and troubleshoot peripherals such as printers, scanners and pinpads.
- Work with outside vendors to report and resolve faulty equipment.
- Use software utilities/tools to maintain user accounts. This includes changing passwords for email and accounts.
- Utilize remote tools to troubleshoot, diagnose and resolve end user issues. (Goverlan, Bomgar, GoToAssist, Logmein)
- Create knowledge documents and standard operating procedures (SOP's). Transfer knowledge to other team members.
- Train employees and other team members on process and technologies when required.
- Research all pertinent information (logs, tech specs, white papers, Google, etc.) to provide resolution for known customer issues and/or develop, test and deploy customer solutions with guidance from IT Management.
- Continually work with Service Delivery team to ensure health and high level reliability of end user computing environment.
- Follows all major outage SOP's and guidelines for local and system wide outages.
- Complete all mandatory training as required.
Requirements
Required Qualifications:
- In-depth knowledge and concepts of computer hardware and software within a Microsoft Windows environment.
- Excellent customer service skills.
- Ability to logically troubleshoot and resolve complex technology issues.
- Ability to exercise sound judgment and work independently.
- Ability to establish rapport with others.
- Ability to prepare and use technical documentation and flow charts.
- Ability to manage vendors when problems are escalated.
- Demonstrate ownership of the support ticket lifecycle.
- 3-7 Years of Tier 2 PC/Computer support.
- Prioritize effectively and work efficiently with little supervision
- Actively engages with IT Leadership, business owners, and vendors to develop future hardware and software requirements.
- Knowledge of servers and networking technology a plus.
- Project management experience a plus
Date Posted
07/25/2023
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