Responsible for Providing Technical assistance and support related to computer systems, hardware, and software. Also responsible for logging all issues in Help Desk software / ticketing system. Document new procedures and resolutions in company's knowledge base. Install and setup new user workstations including appropriate software depending on user and department. Primary resource for setting up new users and configuring security permissions for any other user's access.
Essential Job Functions:
Providing first level technical support to customers, troubleshooting hardware and software issues by phone and through remote assistance.
Ensure proper logging, updating, and closure of incidents in the ITSM
Recognizing and escalating incidents to Tier 2 support groups
Conducts customer satisfaction call-backs and ensure that all resolved tickets are closed.
Must be able to communicate, prioritize, be organized, have a positive attitude, patience, and exhibit excellent Customer Service skills.
Recommended procedure modifications or improvements
User access management, setting up new employees, altering security permissions for existing users, troubleshooting any user permissions issues, and disabling terminated/resigned employees
Manage endpoint setup and deployment for new employees using standard hardware, images, and software
Install, test, and configure new workstations/laptops, peripheral equipment and software
Participate in on-call rotation for after-hours support and logging of incidents
Travel to branch offices as needed.
All other duties as assigned by Service Desk Supervisor
Minimum of a High School Diploma or equivalent
Associate degree in related field preferred
A+ Certification preferred
1-2 years of related experience
Active Directory management
Cisco IP phones
Audio/Video room systems
Microsoft Office Products
Access Control and Video Surveillance systems
Mobile Device Management systems
Knowledge of IOS based mobile devices
On-going training in customer service and computer skills
Must be able to fluently read and speak the English language
Must be able to cognitively understand, analyze, and interpret information presented
Must be able to cognitively understand, analyze, and interpret general mathematic properties (Ex: Add, Subtract, Multiply, Divide)
Must be able to work in high stress environments
Must be able to troubleshoot technical issues
Must be able to research for solutions to technical problems
Must be able to present accurate information to members and co-workers
Must be able to functionally operate a computer terminal, utilizing monitor, keyboard, and mouse
Must be able to enter minimum 150 characters per minute on standard 10-key
Must maintain strong written skills (grammar, punctuation, spelling)
Must be able to work cooperatively with other employees within the same office setting
Must be able to work in a team environment
Reports to Service Desk Supervisor
Staff Members - Work with cooperatively in providing resources to their department as approved by Service Desk Supervisor
Fellow employees - Work cooperatively in providing strong internal customer service and member services.
(Scale: Rarely = Less than 5%, Occasionally = 5% - 25%, Frequently = More than 25%)
Heavy lifting or moving ofmaterials: Occasionally (Up to 50 pounds)
At Tri-County Electric Cooperative, we actively work with our mission, vision and values in mind.
The mission of our Cooperative family is to enhance the quality of life in our diverse communities by providing safe, reliable, and competitive electric and customer service to our member-owners as good stewards of the environment.
Taking care of our member-owners
Reliable, Responsible, Integrity, Accountability, Respectful and Committed.