Service Desk
Dublin, OH Dublin, OH Full-time Full-time Estimated:
$38.
6K - $48.
9K a year Estimated:
$38.
6K - $48.
9K a year 6 days ago 6 days ago 6 days ago Position
Summary:
The Service Desk Tier 2 technician provides technical assistance and executes tasks related to the delivery of customer support services, including installation, configuration, troubleshooting, customer assistance, and/or training in response to customer requirements.
Primary customers are the Companys operational units.
The position is expected to deliver problem resolution expertise for second level or Tier 2 operational system problems or issues.
The Service Desk Tier 2 position directly impacts company-wide business operations through efficient delivery of 24x7 customer service support.
The position may indirectly impact Companys business objectives when those objectives are dependent upon the consistent performance of the Companys business operations and their use of IT assets.
Tasks:
Duties related to the delivery of customer support services, including installation, configuration, troubleshooting, customer assistance, and/or training in response to customer requirements:
Provides Tier 2 technical support and problem resolution to customers who need advice, assistance, and training in operating IT hardware and software systems; Accomplishes the diagnosis and resolution of problems in response to customer reported incidents that may be Tier 1 or Tier 2 support issues; Interfaces with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department.
Resolves problem situations in a professional manner.
Interfaces with Tier 3 or other higher-level IT personnel on resolving complex support issues; Applies management provided direction in increasing productivity and professionalism and improving service quality; Assists in researching, evaluating, and providing feedback on problematic trends and patterns in customer support requirements; Acts as a resource through which IT management can continually improve the quality and effectiveness of customer services and develop strategies for achieving excellence in service delivery; Maintains problem tracking and resolution databases; Meets customer service performance requirements; Implements customer support policies, procedures, and standards; Assists in the delivery of on-demand customer training related to problem reporting; While executing tasks, ensures the rigorous application of information security/ information assurance policies, principles, and practices to all components of the enterprise architecture; Remains on-call during off-peak hours to respond to support service issues and may work evenings, weekends and/or holidays based on business coverage needs.
Applies information security/ information assurance policies, principles, and practices to all components of the enterprise architecture; Adheres to Company operational and personnel policies and procedures.
Performs other duties as assigned.
Employee Training:
Educates customers and stakeholders, on the use and value of the Service Desk and Service Desk requirements or operations; Stays current regarding new technologies, standards, and techniques and learns and/or acquires new skills as required; and Maintains any required professional certifications.
Incident Response:
May assist in incident response efforts related to information security threat events or disaster recovery efforts.
Skills:
Knowledge of, and skill in applying, most of the following:
customer service and customer support principles and methods; systems installed in Company business operations; training and mentoring methods; knowledge based applications; technical documentation methods and procedures; systems security methods and procedures; oral and written communications techniques; sufficient to:
Windows 7 Windows 10 Microsoft Office products Basic Network setup Active Directory execute and deliver Tier 1 and 2 customer support services to the Company; install, configure, upgrade, and troubleshoot any hardware and software components covered by the Service Desk; present formal and informal training and assistance to customers; and report, respond to, and resolve customer requests.
Mastery of customer support and/or Service Desk concepts, methods, and practices.
Technical Skills:
Strong working knowledge of Microsoft Windows (7 and above), Microsoft Office, Microsoft Outlook, Remote Desktop application principles, printers and associated hardware, Service Desk ticketing application principles.
Experience and Education:
High School Diploma (or GED or High School Equivalence Certificate); Over 2 years technical support experience desired; CompTIA A
Certification required, Network
desired.
Physical Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job the employee is frequently required to sit and type for long periods of time or talk on the phone for long periods of time.
PC related work includes typing, using a PC, related peripherals such as mice, trackballs, etc.
May be required to lift equipment.
Some travel may be required.
While this job description is representative of the responsibilities and tasks of the role, it is not to be considered complete nor all-inclusive.
Incumbent may be asked to participate in additional related tasks and responsibilities.
Brand:
Community Choice Financial Address:
5165 Emerald Parkway Ste 100 Dublin, OH - 43017 Property Description:
Community Choice Financial Property Number:
CORP.
Estimated Salary: $20 to $28 per hour based on qualifications.
$38.
6K - $48.
9K a year Estimated:
$38.
6K - $48.
9K a year 6 days ago 6 days ago 6 days ago Position
Summary:
The Service Desk Tier 2 technician provides technical assistance and executes tasks related to the delivery of customer support services, including installation, configuration, troubleshooting, customer assistance, and/or training in response to customer requirements.
Primary customers are the Companys operational units.
The position is expected to deliver problem resolution expertise for second level or Tier 2 operational system problems or issues.
The Service Desk Tier 2 position directly impacts company-wide business operations through efficient delivery of 24x7 customer service support.
The position may indirectly impact Companys business objectives when those objectives are dependent upon the consistent performance of the Companys business operations and their use of IT assets.
Tasks:
Duties related to the delivery of customer support services, including installation, configuration, troubleshooting, customer assistance, and/or training in response to customer requirements:
Provides Tier 2 technical support and problem resolution to customers who need advice, assistance, and training in operating IT hardware and software systems; Accomplishes the diagnosis and resolution of problems in response to customer reported incidents that may be Tier 1 or Tier 2 support issues; Interfaces with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department.
Resolves problem situations in a professional manner.
Interfaces with Tier 3 or other higher-level IT personnel on resolving complex support issues; Applies management provided direction in increasing productivity and professionalism and improving service quality; Assists in researching, evaluating, and providing feedback on problematic trends and patterns in customer support requirements; Acts as a resource through which IT management can continually improve the quality and effectiveness of customer services and develop strategies for achieving excellence in service delivery; Maintains problem tracking and resolution databases; Meets customer service performance requirements; Implements customer support policies, procedures, and standards; Assists in the delivery of on-demand customer training related to problem reporting; While executing tasks, ensures the rigorous application of information security/ information assurance policies, principles, and practices to all components of the enterprise architecture; Remains on-call during off-peak hours to respond to support service issues and may work evenings, weekends and/or holidays based on business coverage needs.
Applies information security/ information assurance policies, principles, and practices to all components of the enterprise architecture; Adheres to Company operational and personnel policies and procedures.
Performs other duties as assigned.
Employee Training:
Educates customers and stakeholders, on the use and value of the Service Desk and Service Desk requirements or operations; Stays current regarding new technologies, standards, and techniques and learns and/or acquires new skills as required; and Maintains any required professional certifications.
Incident Response:
May assist in incident response efforts related to information security threat events or disaster recovery efforts.
Skills:
Knowledge of, and skill in applying, most of the following:
customer service and customer support principles and methods; systems installed in Company business operations; training and mentoring methods; knowledge based applications; technical documentation methods and procedures; systems security methods and procedures; oral and written communications techniques; sufficient to:
Windows 7 Windows 10 Microsoft Office products Basic Network setup Active Directory execute and deliver Tier 1 and 2 customer support services to the Company; install, configure, upgrade, and troubleshoot any hardware and software components covered by the Service Desk; present formal and informal training and assistance to customers; and report, respond to, and resolve customer requests.
Mastery of customer support and/or Service Desk concepts, methods, and practices.
Technical Skills:
Strong working knowledge of Microsoft Windows (7 and above), Microsoft Office, Microsoft Outlook, Remote Desktop application principles, printers and associated hardware, Service Desk ticketing application principles.
Experience and Education:
High School Diploma (or GED or High School Equivalence Certificate); Over 2 years technical support experience desired; CompTIA A
Certification required, Network
desired.
Physical Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job the employee is frequently required to sit and type for long periods of time or talk on the phone for long periods of time.
PC related work includes typing, using a PC, related peripherals such as mice, trackballs, etc.
May be required to lift equipment.
Some travel may be required.
While this job description is representative of the responsibilities and tasks of the role, it is not to be considered complete nor all-inclusive.
Incumbent may be asked to participate in additional related tasks and responsibilities.
Brand:
Community Choice Financial Address:
5165 Emerald Parkway Ste 100 Dublin, OH - 43017 Property Description:
Community Choice Financial Property Number:
CORP.
Estimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
