3rd Shift Help Desk Data Control Technician
Colony Brands, Inc.

Job Description

Hours: Sunday-Thursday or Monday-Friday - 11pm-7am

What You'll Do:
The Data Control Technician requires the ability to thrive in a fast-paced environment, work independently, assess incoming incidents/requests, and apply the correct level of urgency to achieve a mutually accepted solution all while providing exemplary customer service support of SC Data Center's technology vision. This position will require working closely with IT and Business support resources to gather additional information needed for escalated tickets.

You'll also be responsible for:
• Utilize Over-the-phone, Screen Sharing or Remote Control, Live Chat, and/or Email technologies to gather detailed information regarding the issue being reported to the help desk
• Working knowledge of Automic for batch processing running on various operating systems. This includes modifying workflows, schedules and troubleshooting and releasing jobs into production.
• Understanding of OpenFrame operating system.
• Inputs detailed data gathered regarding the issue into the IT Service Desk tool documenting resolution or escalation of the issue reported prior to taking the next call or contact for consistent tracking and measurement.
• Utilizes current Knowledge Base materials or common solutions from past tickets to trouble-shoot current issues/requests.
• Utilizes experience or advanced troubleshooting skills to research and implement solutions for the issues assigned.
• Research and Document Efforts
• Analyze and process incoming requests for staff onboarding and offboarding in a timely manner
• Solicit regular survey feedback via the Service Desk tool for tickets resolved to be able to provide leadership with customer satisfaction statistics

Qualifications

What It Takes:
• Knowledge and experience in Microsoft operating systems
• Knowledge and experience in Mac operating systems a plus
• Knowledge and experience in Microsoft Office products.
• Knowledge and experience in Adobe Suite of products a plus
• Familiarity with Microsoft Active Directory, Office 365, Azure AD
• Basic understanding of network principles and theory
• Scripting skills for Windows and Linux technologies.
• Experience with PowerShell tools and reporting.
• Excellent interpersonal, communication, and customer services skills required
• Strong documentation and organizational skills
• Ability to communicate technical information to non-technical personnel
• Ability to learn new technologies quickly and thoroughly
• Ability to multitask and prioritize tasks in a high-paced environment
• Ability to apply advanced problem-solving capabilities to troubleshoot issues in an efficient manner
• Strong attention to detail, documentation, and tracking abilities required
• Work effectively, independently and follow through on assignments

About Us

SC Data Center, Inc. is a customer-centric business that supports warehousing, information technology and contact centers. SC Data Center, Inc. is an affiliate company of Colony Brands, Inc. which is one of North America's largest, multi-channel direct-marketing companies. We generously support the communities we work in and offer many benefits and programs that support the well-being of our employees.

Benefits Details

SC Data Center, Inc. is not just about growing our profits - We are about giving our employees the opportunity for growth and providing a better place to live and work. We also offer our employees many great rewards in addition to monetary compensation:

Medical/Dental/Vision insurance

A robust Wellness Program including Onsite Healthcare

Superb Retirement Plans (401K & a company-funded Pension Plan)

Extensive Paid Time Off (PTO) benefits

Seven 4-day work weeks in the summer months to give our employees additional time off

Educational Assistance

Company Profit-Sharing

Company Product Discounts

And, so MANY more!

---