Junior IT Customer Service

 

Position Description: Provide competent, friendly technical support to ABMG staff.

 

 

 

Essential Functions:   

•    Provides support to end users on a variety of issues.

•    Identifies, researches, and resolves technical problems.

•    Responds to telephone calls, email and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution.

•    Participates in process improvement.

•    Must be able to work overtime on short notice, as required.

 

•    Has knowledge of commonly used concepts, practices, and procedures within the IT field.

•    Reset common passwords (ie.AD, Virpack).

•    Clear Copier Paper jams.

•    Image (Setup) computers for customers.

•    Configure phones (client side-Bria softphones & Digium Handsets).

•    Assist customers on setup and access voicemail.

•    VPN configuration/setup.

•    Understand concept of and able to use Spam filter.

•    Run AV/Malware Bites on computer.

•    Basic outlook issues (archive emails, setup OOO rules).

•    Swap out broken computer hardware.

•    Basic BYTE login (select server, connect to VPN).

•    Works under immediate supervision. Relies on instructions and pre-established guidelines to perform the functions of the job.

 

•    Customer Service oriented

•    Communication – explain technical process in clear, easy-to-understand terms

•    Listening – performs active listening to get clear understanding of issue

•    Teamwork – works well with others and mentality is of the team not of themselves

•    Flexibility

•    Determination

•    Positive attitude

•    Reliable

 

Supervisory Responsibilities:    none 

 

•    The employee is required to stand; walk; stoop, kneel, crouch or crawl.

•    The employee must occasionally lift and/or move up to 50 pounds.

 

Travel: 0-5% travel may be required but not on a regular basis.

 

Required Education and Experience: 1-2 years of experience in the field or in a related area.

 

Preferred Education and Experience: Associate degree in a related area. A+ Certification preferred.

 

Additional Eligibility Qualifications: none

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.  

 

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