Responsibilities:
Staffs the help desk by answering customer calls, resolving calls, opening help desk tickets and assigning tickets to the appropriate party for resolution.
Provides updates and completion information via email, voice mail, or instant messaging.
Performs basic computer hardware and software troubleshooting as well as basic Office Suite support.
Performs general maintenance tasks, troubleshoots and repairs computer systems and peripheral equipment.
Provides support in the installation, relocation, modification, diagnosis and repair of micro-computers and/or associated peripheral equipment.
Provides customer familiarization, if necessary and uses diagnostic procedures and test equipment for problem solving.
Escalates problems and issues to a higher level of support. This includes service that exceeds response time, repair time, lack of parts, or any other issue that could impact customer satisfaction.
Performs work in compliance within specified warranty requirements.
Maintains prompt and regular attendance.
Work with IT Leadership for continuous improvement of customer satisfaction.
Be fiercely committed to delivering the absolute best customer service experience possible.
This list of responsibilities may not be all-inclusive and can be expanded to include other duties or responsibilities as needed.
Qualifications:
Strong customer service and orientation in execution
Maintains a high degree of professionalism in actions, demeanor and dress.
Excellent verbal, written and relationship skills used to interact with a global group of technical and non-technical people.
Work for extended time at keyboard/terminal
Maintain effective working relationships with supervisor and coworkers
Read and understand technical documents
Work flexible hours, including weekends and evenings
Strong work ethic and emphasis on attention to details.
Ability to maintain professional demeanor under stress.
Ability to manage time effectively and set priorities appropriately in a dynamic, time-sensitive environment.
Strong knowledge of Microsoft O365.
Basic knowledge of Microsoft Windows 10/11 OS
Must be authorized to work in the US for any employer.
High School graduate required
Associate’s Degree Preferred
Experience working both independently and in a team oriented, collaborative environment is essential
1+ years of related experience in IT Technical Support
Experience in Financial Services Industry a plus
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