Role: Service Desk Technician
MILFORD, CT (ONLY LOCALS) / Nashville, TN (ONLY LOCALS)
Start date: Immediate availability
Background check MANDATORY
Locals Preferred To ensure effectiveness and efficiency in meeting the technical troubleshooting requirements and performance tuning within Service Level commitments made to the customer within.
Qualifications:
3+ years of experience as Service Desk Agent or Help Desk Technical Support
Knowledge of advanced principles and methods of information processing, operating systems, system utilities and technical methodologies used in desktop Point of Sale applications support
Knowledge of advanced principles of Point-of-Sale peripheral troubleshooting
Strong analytical and problem-solving skills
Ability to work independently and stay focused and friendly under pressure
Excellent communication, facilitation, project management, organizational and time management skills
Skill and ability to handle multiple priorities and deadlines
Ability to work as a member of a team
Experience creating technical documentation for day-to-day operational support
Experience with ticketing tool that processes and catalogs customer service requests, manage digital workflows
Experience with Remote Access Tools
Excellent communication and Soft Skills
SQL Experience
Responsibilities:
Liaison between L1 External Service Desk and L2 Applications, Operations, and Management (AOM) Support Teams
Troubleshoots and isolates problems with applications or hardware
Systematically gathers information, sorts through complex issues, seeking input from others as appropriate
Escalates issues that are unable to be resolved, within established guidelines, to the appropriate group for proper corrective action
Plan, develop and maintain technical documentation and standard operational and support procedures
Collaborate with support teams to coordinate knowledge transfer for new technologies
Evaluate and make improvements to business processes. Ensuring the efficiency and improvements of SLA's and Automations to increase productivity, reduce cost, and improve time management
SSMS (SQL Server Management Studio) knowledge and proficiency to reduce the number of escalations to L2 and assist with backlog of incidents
Escalation Point of Contact for L1 Service Desk in support of troubleshooting concepts, assessing issues and provide solutions for problems that cannot be handled by Level 1 Service Desk
in-depth troubleshooting and backend analysis
Downstream knowledge transfer, mentoring and promoting Level 1 Service Desk development, focus on call resolution and Service Desk Call metrics, provide guidance and learning experiences
Assist with Escalation Management, "White Glove" investigations as a high priority
Contribute to the reduction of L1 and L2 backlog incidents to help manage SLA's
Process Hardware Escalations & RMA's. Evaluate L1 escalations to determine if handled and processed correctly
Participation and contributions to client facing meetings
Assist with additional tasks assigned by the leads and manager
Plus:
Network troubleshooting skills
Point of Sale (POS) experience
Experience in a technical call center / ISP Help Desk / Technical Help Desk
CompTIA A+ certificate
Degree in Computer Science, Information Technology, Information Systems, or relevant education a plus
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