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Support Center Specialist I- PC
Ref No.: 18-18144
Location: Raleigh, North Carolina
Support Center Specialist I- PC
Raleigh, NC
3+ Month contract


Job Description:
The Support Center Specialist I provides technical and procedural support to users of computer systems and serve as a customer service liaison between Client associates and the IT department for purposes of prompt incident resolution and system trouble-shooting and testing.

Major Responsibilities:
1. Respond to customers' requests for assistance and inquiries regarding company computer applications, hardware, printer and mobile needs via phone, email, or in person.
2. Perform testing to identify causes and solutions for incidents reported by customers, and coordinate resolution of incidents.
3. If necessary, escalate open issues to Support Center Specialist II, and follow up to ensure the issue is resolved.
4. Follow established procedures to maintain accurate and complete records of all requests for assistance and solutions to issues using call-tracking software.
5. Act as a team player of Support Team at all times by working together with other team members to best serve the customer.
6. Pro-actively contact users regarding known issues, and follow up with users after resolution to ensure the customers' issues are resolved to their satisfaction.
7. Use downtime productively between calls to continue learning topics directly related to position, make follow up calls to customers, or to work on assigned projects.
8. Accomplish other tasks or projects as assigned to help to improve the Support Center.
9.Be "on-call " for after hours and weekend support as scheduled.
10. Other duties as assigned by company management.

Required Skills and Experience:
1. Experience required: 18 months - 24 months phone queue experience required.
2. Education required: Associates degree in IT preferred. May be substituted by appropriate experience in a Help Desk position.
3. Special knowledge required:
-PC, printer and mobile phone troubleshooting.
-Proficient using MS Office products; ITIL Foundations certification and MobileIron knowledge preferred.
4. Other:
-Excellent verbal and organizational skills.
-Ability to multi-task effectively in a fast paced environment.
-Ability to troubleshoot and resolve most issues independently or with minimal assistance.