POSITION SUMMARY

Support internal and external customers with applications, software, and/or hardware. 

ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Examples of Job Duties

Technical Support Specialist II (ITSRR)

• Provide excellent technical and customer service by answering & troubleshooting customer calls and/or via online chat.

• Provide technical assistance to help customers resolve Internet, wireless, and phone issues.

• Use ticketing system to establish customer account trouble history.

• Create new tickets to document troubleshooting steps taken to resolve customer issues.

• Meet or exceed service level agreements that will provide an outstanding customer experience.

• Work other queue assignments and special projects as assigned, to be accomplished while tech is between customer calls.

• Monitor assigned queues.

• Perform all duties of lower-level titles.

• Perform other duties as assigned.

Education and Experience Required

High School Diploma or equivalent and a minimum of two years' experience working with PC’s. Basic knowledge of PC software and Microsoft office. 

Preferred

One Year of experience in the field of Internet Technical Support.

Additional Requirements

External applicants must successfully pass a pre-employment suitability assessment and drug test.