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IT Customer Svc Specialist Entry
Ref No.: 17-15676
Location: Springfield, Massachusetts
Job Title: IT Customer Service
Location: Springfield, MA
Duration: 1 year

Job Summary

The IT Help Desk Specialist provides first point of contact for all technical support issues at an enterprise level in a high volume call center environment. The Specialist guides, assists, coordinates and follows-up on client questions, problems or malfunctions of all systems applications, hardware and software installed or maintained by IT. They analyze simple to moderately complex inquiries and determine appropriate technical area or vendor to resolve problems. They consult with Technical Advisors and IT professionals when the appropriate course of action is unclear. When a major problem is suspected, they alert the client community and team members. The role requires sufficient knowledge of IT operations, responsibilities, workflow processes and procedures to resolve most inquiries. Good analytical and communication skills, sound judgment, and the ability to work effectively with client and other Systems Division staff is a requirement.
Job Responsibilities:
  • The primary goal is to provide high quality, accurate and time-sensitive service to our customers in a high volume help desk call center environment
  • Interpret, evaluate and resolve inquiries from customers who call pertaining to the functional operation of all installed application, hardware and software products supported by IT
  • Provide exceptional customer service in a call center environment and technical support by troubleshooting, triage, and management of the incident lifecycle, for all supported business groups and products
  • Utilize internally produced knowledge articles, the internet or seeks advice from peers to help resolve issues
  • Escalate issues to next level support when the solution is unknown or cannot be found within defined timeframes
  • Resolve 80% or more of interactions on first call, achieve performance goals, and increased productivity

Role Characteristics:
  • Exhibits exceptional Customer Service soft skills
  • Possess strong written and oral communication skills
  • Demonstrates strong problem solving and troubleshooting skills to allow efficient and effective problem identification and apply appropriate solution
  • Illustrates high attention to incident description, detail, and impact
  • Self-motivated and goal-oriented, capable of working in a fast paced and changing environment
  • Good analytical and communication skills, sound judgment, and the ability to work effectively with all support areas
  • Call center environment experience
SKILLS
  • 1 – 2 years ACD, high volume call center environment experience
  • 1 – 2 years first level Technical support experience
  • ]Strong knowledge of the following supported products and platforms: Windows 2000, XP, Vista, Win7 & Windows 8 Operating Systems and Microsoft Office Suite 2003-2010
  • Proficient understanding of Mac OSX Operating System
  • Proficient understanding of the following mobile devices and platforms: Android and iOS
  • Familiarity with VPN tools and remote support tools such as MS Lync, Webex, or TeamViewer
  • Working knowledge of issues/request ticketing system preferred