Customer Service Representative
TP
Job Level
Junior
About the role
- Serve as primary point of contact for users contacting User Support via phone or email
- Identify, research, and resolve Tier I and Tier II support tickets using User Support tools and processes
- Escalate issues when necessary within departmental guidelines and processes for resolution
- Install, configure, and maintain computer equipment, peripherals, and software for the user community
- Provide end-user training and assistance where required
- Maintain and support client operating systems and end-user software using remote administration tools
- Support users and telecommunications including, but not limited to, staging, building, programming, and deploying phones
- Support hardware deployment, receiving, staging, imaging, and deploying workstations, printers, scanners, and other peripheral devices
- Troubleshoot and resolve hardware and software problems on workstations and portable devices
- Update end-user accounts, including applying/updating permissions and accessrights in accordance with Joint Tech processes regarding privacy, security, and regulatory compliance
- Disable account access as part of the off-boarding process
- Provide on-call after hours support on rotational schedule
- Develop and document resolutions to common Help Desk issues and workflows and make recommendations for process improvement
- Log all support issues accurately and in a timely fashion using departmental support tools and processes
- Travel to other offices/sites/clinics to provide support as needed
- Build, install, and maintain all IT office hardware, including laptops, monitors, docking station, printers, scanners and additional hardware
- Provide excellent customer service, including taking ownership of site-wide IT related issues
- Perform other duties as assigned
Requirements
- MINIMUM EDUCATION: High School Diploma
- MINIMUM EXPERIENCE: 1 year of desktop support experience
- Ability to exercise patience and professionalism during stressful situations
- Willing to learn and accept challenges and new responsibilities
- Strong analytical and problem-solving abilities
- Ability to perform software demonstrations and demonstrate basic hardware and software functionality to end users
- Excellent verbal and written communication expertise
- Adaptable and responds willingly to change
- Ability to build and maintain strong work relationships with customers, leadership, peers, and teammembers
- Ability to communicate technical information to individuals with various levels of technical knowledge
- Ability to troubleshoot high-level and/or complex technical issues related to PC hardware and ancillary hardware, Windows operating systems, Microsoft Office products, remote support tools, Active Directory, and encryption products
- Perform basic network troubleshooting
- Experience staging, building, programming, and deploying phones and telecommunications equipment
- Experience with hardware deployment, receiving, staging, imaging, and deploying workstations, printers, scanners, and other peripheral devices
