Job Order #8016

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Posted Date: 5/10/2019
Job Category: Computing/MIS
Position Title: Service Center Technicians
Salary Range:
Location: St. Louis, Missouri, USA
Desired Skills:
Description: Fulfill customer requests, resolve customer technical problems and respond to customer questions in a quality and timely manner to ensure ongoing effectiveness of the desktop computing environment
• Typical activities include:
- Event Management
- Service Request Fulfillment
- Incident Management
- Problem Management
- Access Provisioning
- Continual Service Improvement
• Provides IT user support using a problem-resolution system and/or standard screens, scripts, reference guides, and procedures
• Handles service requests that are predominately routine but which require skilled use of standard screens, scripts, procedures and references
• Requires general knowledge of company products and services
• Applies training and/or experience to resolve specialized or more complex Tier 1 problems
• Requires ability to skillfully navigate problem resolution system and other related applications
• Under frequent supervision, carries out specific procedures with prescribed standards to perform business processing, service, support, machine operation, or other work that requires directly applicable experience or specialized training
• Resolve moderately complex problems by applying training and/or experience in carrying out a structured problem resolution process. Skilled user of problem resolution resources – problem management database, help desk system, standard references, scripts, and resource guides
• Knowledge of company and industry directly resulting from work experience
• Converses with people to provide information or to clarify and work out details of an issue or problem within the framework of established procedures
• Inputs and outputs are specified but the employee has freedom as to procedures and timing, including use of equipment. Employee may refer to multiple references or procedure guides for work direction. Completion time for an individual task is usually within one work week
• Responsible to the customer by being available, accessible and responsive
• Accountable for addressing customer needs through individual action or with a “warm handoff”
• Having limited knowledge of customer needs, applies standardized processes to address the needs
• Completion of specific vocational training OR minimum of 2 years of experience in Level 1 role
• Call center experience
• Familiar with various technology support tools (e.g., problem management/problem tracking, network monitoring devices)
• Ability to troubleshoot and resolve technical support questions of customers
- Knowledge of networking,

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