Connection Services has a fantastic opportunity through our Technical Services division. We are seeking a skilled and motivated IT Support Technician II to join our team in Westborough, MA. This is a contract-to-hire position!
The ideal candidate will have a strong background in troubleshooting and resolving issues on Windows computers, iPhone, desktop and tablets. Will perform all of the daily functions of the IT Support Technician I and make additional contributions to: Contact Center Lead, Knowledge Management, Incident Management and Problem Management. The IT Support Technician II will be responsible for working with a variety of internal groups and external vendors to coordinate and provide parts, service and support to our end user community. These relationships are critical to meeting support expectations.
Experience:
· Responsible for providing front line support to store and corporate end users with a wide variety of IT and facilities issues
· Ability to perform the basic core Request Fulfilment and Incident Management functions of the IS Support Technician role
· Responsible for acting in a Contact Center Lead role and providing workflow direction to the support staff
· Responsible for reviewing and approving new or existing Knowledge Management records
· Responsible for identifying, creating and communicating Problem Management records
· Provide training and mentorship to new IS Support Technicians
Skills:
· Some Technical Course work, Associates and/or Bachelors
· Experience in a retail call center environment.
· Must have knowledge of Microsoft based operating systems
· Basic understanding of Desktop, Laptop and peripheral IT hardware set-up and configuration.
· Experience working in a call center environment using ITIL based call center software. Experience in ITIL Service Transition or Operation methodologies are a plus: Incident Management, Request Fulfillment, Problem Management or Knowledge Management
