IT Service Center Specialist (RTI)

Job Number: 48052

IT Service Center Specialist (RTI)

Job Description:

The IT Service Center Specialist is responsible for Tier II software and hardware support of low to medium complexity daily, via telephone, email, instant message, remote control tool or onsite. Onsite support may include hardware or software installation, troubleshooting, or staff training.

Responsibilities:

• Diagnose and resolve incidents using documented procedures and checklists in the performance of most responsibilities.

• Enter all incoming incidents and requests into the ticket management system, documenting detailed and accurate troubleshooting steps and instructions, as well as properly notating tickets with all customer contact per GTS Standard.

• Perform workarounds as appropriate if incident cannot be resolved and/or root cause unknown.

• Perform basic account access request fulfillment or incident management.

• Configure, troubleshoot and resolve basic remote access issues.

• Properly notate tickets with all customer contact per Global Technology Solutions (GTS) Standard.

• Perform new hire orientation related to PC set-up and use.

• Function, somewhat independently, under general direction of more senior Service Center analysts, supervisors or managers.

Education Requirements:

• High school diploma or GED.

Desired Background/Skills:

• Ability to multi-task in a fast paced, constantly changing environment.

• Ability to type a minimum of 35 wpm accurately. Must be a touch typist.

• Aptitude for understanding and troubleshooting technical problems.

• Prioritize and perform a variety of concurrent tasks with minimal direction.

• Effectively and clearly deliver information to a range of audiences.

• Ability to work well with others.

• Excellent written and verbal communications.

• Must be a team player and enjoy working in a customer service environment.

• Excellent organizational skills.

• Highly self-motivated and directed with a keen attention to detail.

• Ability to lift up to 50 pounds.

• Punctual, regular and consistent attendance.

Qualifications:

• 2 years of experience in a Call Center/Help Desk/Service Desk environment using and/or supporting Windows, Macintosh, Linux, PDA/Smartphone/Handheld technology; or equivalent combination of education and experience.

• Professional demeanor with strong customer relations skills.

• Proven analytical, troubleshooting and problem-solving abilities.

• Basic understanding of IP networking concepts, troubleshooting and diagnostics.

• Basic knowledge of Active Directory.

• Basic understanding of web technologies and components.

• Intermediate knowledge of Microsoft Office Suite (Windows, Outlook) and Internet Explorer.

• Intermediate knowledge of LAN/WAN networking and remote access technologies.

Other Information:

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Greene Resources is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.