IT Customer Service Support Specialist – QED Technology Resources – Waco, TX

QED Technology Resources

QED Technology Resources

Job details

Salary

$20 – $22 an hour

Job Type
Contract

Full Job Description

IT Customer Service Support Specialist

Responsibilities:

  • Coordinates, diagnose, and troubleshoot incoming end-user requests.
  • Provides technical support services to end-users either local or remote with problems or issues related to information technology services including but not limited to: applications, workstations, conference rooms, collaboration services, and network services.
  • Provides timely resolution of problems or escalation on behalf of end-users to appropriate next level of technical support personnel in alignment with established service level agreements (SLAs). Provides case status updates to management and end-users.
  • Supports and maintains effective relationships with end-users.
  • Maintains and updates records in tracking databases within established SLAs.
  • Alerts management to emerging trends in incidents, problems, or issues.
  • Overall summary fully proficient support individual contributors.
  • Works under limited supervision.
  • May be a resource to other employees in areas of expertise.
  • Assignments are moderately difficult requiring some judgment.
  • Nature of Supervision Works under limited supervision.
  • Less detailed instructions are provided, and minimal peer review is required.
  • Communication & Influence Communicates with contacts typically within and outside the department on matters that involve obtaining or providing information requiring explanation or interpretation to understand and reach an agreement.
  • Might be a resource to other employees in areas of proficiency.
  • Innovation & Complexity Work may be structured within identified boundaries and procedures.
  • Follows established processes to complete tasks. Identifies problems and issues in straightforward situations.
  • Resolves most issues.
  • Organization Impact Works to achieve operational targets within job area which has moderate impact on the overall achievement of results for the team.
  • Work is of moderate scope, typically on larger, task-related activities.

Requirements:
  • Education & Experience Requires fully proficient job knowledge/skills.
  • Requires a High School Diploma or equivalent and a minimum of 6 years of prior relevant experience or;
  • 2 years post-Secondary/Associates Degree with a minimum of 2 years of prior related experience.

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