Customer Support Technician (A. Entry)

Job Description Responsible for Tier I software and hardware support.

Diagnoses and resolves problems using documented procedures and checklists in the performance of most responsibilities.

Enters call data into a tracking system.

Escalates problems to higher level technical support professionals when necessary.

Assists in the resolution of application, hardware and software problems.Configure, install, monitor and maintain IT usersrsquo PC software and hardware.

Provide Information Technology Support to end-users at remote sites as needed.

Install and configure network and local printers.

Position is responsible for utilizing the service desk to document solutions to IT problems.

Provide end-user training, as needed.

Assist in audio visual setups and videoconference support.

Responsible for maintaining Windows workstations and overall information systems support for Turnpike Enterprise users.

Traveling required Education Associate Degree or Technical Institute DegreeCertificate in Computer Science, Information Systems, or related fields.

Or equivalent work experience Experience 2-5 years.

Job Duties A Certified Windows Desktop Word Excel Powerpoint Configure and deployment of Information Technology resources.

Includes, but is not limited to desktop, laptops, printers, mobile devices, etc Troubleshoot and perform minor repairs to hardware, software, and peripheral equipment, using proven troubleshooting procedures Assist in coordinating audio visual setup and videoconference support Assist with annual inventory scanning and equipment surplus Responsible for security administration (password reset) Install, configure, and update software Participate in team projects, meetings and assignments Responsible for reading and following the Departmentrsquos Procedures and Policies Responsible for understanding and enforcing the Departmentrsquos Policies and Procedures Responsible for documenting solutions to Technology issues Responsible for traveling to remote sites to resolve IT related issues andor to deploy resources Responsible for tracking incidents in the service desk ticketing systems Responsible for creatingtracking Property Management Reports (PMRrsquos) for IT equipment transfersrelocation Perform other related duties as assigned Ability to lift up to 25 pounds Flexibility to work hours between 700 AM to 700 PM andor Saturdays, either on a rotation or as part of a regular and on call work schedule Knowledge The submitted candidate must be able to apply common knowledge, skills, and abilities in the following areas 1.

Communication Have the ability to clearly convey information, in both written and verbal formats, to individuals or groups in a wide variety of settings (i.e.

project team meetings, management presentations, etc.).

Must have the ability to effectively listen and process information provided by others.

2.

Customer Service Works well with clients and customers (i.e.

business office, public, or other agencies).

Able to assess the needs of the customer, provide information or assistance to satisfy expectations or resolve a problem.

3.

Decision Making Makes sound, well-informed, and objective decisions.

4.

Flexibility Is open to change, new processes (or process improvement), and new information.

Has the ability to adapt in response to new information, changing conditions, or unexpected obstacles.

Ability to receive and give constructive criticism, and maintain effective work relationships with others.

5.

Interpersonal Shows friendliness, courtesy, understanding, and politeness to others.

6.

Leadership Motivates, encourages, and challenges others.

Is able to adapt leadership styles in a variety of situations.

7.

Problem Solving Able to identify, evaluate, and use sound judgement to generate and evaluate alternative actions, and make recommendations as accordingly.

8.

Team Building Encourages, inspires, and guides others toward accomplishing the common goal.

9.

Quality Assurance Knowledge of the ideologies, techniques and tools for quality assurance and control.

The ability to put the ideologies, techniques, and tools into practice