Technical Support Representative

Job Summary:

We are searching for a polite, professional Technical Support Call Center Agents to represent our clients professionally by providing remarkable service to their customers via phone. The Technical Support Call Center Agent may handle a high volume of inbound or outbound calls and should seek to create a positive experience for each caller. Customer Service Call Center Agents will listen to customers to understand the reason for their call, address all inquiries and provide an accurate and efficient response.

Responsibilities:

• Response to tickets escalated from Tier I
• Creates, monitors, tracks, schedules, updates and closes tickets within ServiceNow in a timely manner
• Provide friendly, professional support via phone, email, and on-site.
• Independently resolve most issues with Windows 7, 10, and network printers, software, and hardware break/fix
• Collaborate with vendors to resolve issues as necessary
• Diagnoses and troubleshoots end-user desktop application issues and provide appropriate solution

Skills Requirements:

• 2+ years of experience in an IT Help Desk role
• Experience in Office 365 and Active Directory Services
• Working knowledge of Windows 7 and 10 and Microsoft Office suite
• Basic understanding of Networking
• Remote access technologies (VPN terminal services, published apps, etc.)
• Preferred experience working with ServiceNow, Salesforce, and VMware
• Ability to assist others with complex issues in a professional manner
• Ability to manage and prioritize incidents, requests, and tasks
• Strong problem analysis and problem-solving skills
• Excellent written and verbal communication skills
• Resourceful, well organized, highly dependable, efficient and detail-oriented

Education Requirements:

High school diploma, G.E.D., Trade/Vocational School certificate or equivalent required.

Physical Requirements:

Consistent attendance is an essential function of the job.