Location: Charlotte, NC
Our client is currently seeking a Support Desk Specialist III
A Support Desk Specialist provides live tech support through phone calls, chat, and email to employees of the company. They employ a high level of customer service, technical skill, and timeliness. They provide a high degree of remote IT support and escalate higher level problems to the correct personnel. They have experience with ticketing systems and writing efficient and concise documentation.
This job will have the following responsibilities:
•Responsible for taking customer support requests through phone, email, and chat from employees and contractors in a fast paced environment.
•Will use troubleshooting skills to resolve or escalate support requests for over 80 applications.
•Use basic techniques to resolve issues pertaining to email problems, network connectivity, personal computer problems, and application problems.
•Use multiple ticketing systems to document and reroute higher tier tickets to the correct personnel.
•Expect approximately 80-100 tickets per day.
•This position will require interaction with end-users at various levels.
•Must have creative problem solving skills, be self governing to an extent, and demonstrate effective communication skills.
•Must gain a strong knowledge of products, features, and services, and how the end-users use them.
•Must have the ability to multi-task and be able to prioritize and complete tasks accordingly.
•Must be able to take on tasks outside of normal call taking responsibilities without jeopardizing team goals for hold times and abandon rates.
•Will be expected to recognize inefficiencies and work with leadership to improve functionality of the team.
Qualifications & Requirements:
•Associates' degree or three months to one year related experience and/or training. Bachelor's degree preferred.
•2-4 years IT support experience required.
•2 years experience troubleshooting Windows operating systems
•2 years experience with MS Office Applications and hardware platforms
•IT certifications (MCSA, A+, Network+, etc.) preferred
•Must be able to work a flexible schedule with weekend availability.