Job Listing Description

IT Tech Support Representative

Essential Job Responsibilities:
Provide Tier 1 technical support for mobile devices, including iPhones, Blackberries and tablets
Administer active directory, mainframe, and other user accounts as applicable
Capture and document the details of an issue and troubleshooting steps taken in order to escalate the issue or document the resolution; use a ticketing system to track and manage requests
Interact with peers and Tier 2 teams for knowledge sharing, research, and updates
Process service requests, including remote software installations, access requests, and RSA token distribution
Document support processes and procedures for knowledge base articles
Monitor call queues and manage work schedules
Performs other duties as required
Required Qualifications:
Bachelor’s degree, preferred
Certifications: (If applicable)
 ITIL Foundations, preferred

Job Related Experience:
Minimum 2 years technology support experience
Information Technology customer service experience
Experience in supporting Microsoft Windows (Server/Workstation) and mainframe environments
Experience with wired and wireless networking, including Virtual Private Network (VPN) remote connectivity
Experience with MS Exchange and Outlook
Knowledge of Microsoft Active Directory administration
Familiarity with mobile device technologies
Knowledge of incident management and service request fulfillment processes
Experience with Automatic Call Distribution technology and reporting

Additional Skills/Knowledge: (Optional)
Proficient verbal and written communication skills
Ability to multi-task and adapt to a rapidly changing environment
Possess a sense of urgency and be able to prioritize work
Aptitude in understanding technical concepts and learning new technologies
Flexibility and reliability relative to work schedules

Additional Skills/Knowledge:
Requires an overall understanding of the work environment and process, with working knowledge of the organization and intermediate level of technical skills necessary for completing assignments.
Proficiency with computers and related office equipment is a must. Must be proficient in Microsoft Office: Outlook, Excel, Word, and PowerPoint.
Excellent communication skills, both verbal and written.
Proven ability to work independently and to multi-task in a fast-paced environment.
Must be able to make routine decisions and solve general problems, and know when to refer more complex or far-reaching decisions to higher level Support staff
Job Number: 1910105814
Job Location: Troy, MI
Duration: 6 months
Input Date: 08/23/2019
Last Updated: 09/19/2019
Attention: Tyler Belisle
City, State: IRVING, TX 75062
Phone: 214/647-9600
800 Phone: 800/270-4737
Fax Phone: 214/647-9630

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