1 year of experience with desktop operating systems, including Windows and Mac OS
1 year of application support experience
1 year of direct customer service experience
1 year of support experience troubleshooting hardware and software problems
1 year of professional experience with current Windows OS, Mac OS, hardware, and enterprise email and communication tools
Proficiency in the Microsoft Office suite
Knowledge of basic computer hardware
Job Summary The Associate Technical Support Specialist fields incoming technology help requests to ensure end users can perform their organizational tasks by receiving, prioritizing, documenting and troubleshooting to resolve or escalate an end user?s incident.
Field incoming help requests from end users via both telephone and work orders in a courteous manner
Troubleshoot basic Windows and computer hardware-related issues
Perform fixes such as upgrading software and implementing file backups
Apply diagnostic utilities to aid in troubleshooting
Manage and document all issues/incidents?
Access software updates, drivers, knowledge bases and frequently asked questions resources on the internet to aid in problem resolution
Record, track and document the help desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken, through to the final resolution
Document all pertinent end user identification information, including name, team, contact information, and nature of problem or issue
Review, create and update documentation in a shared knowledge base
Build a rapport and elicit problem details from help desk customers
Help prioritize and schedule problems and escalate problems when required to the appropriately experienced technician
Identify and learn appropriate software and hardware used and supported by the organization
Test fixes to ensure the problem has been adequately resolved and perform post-resolution follow-ups to help requests
Who We?Are?? Rock Connections is?a contact services provider that makes interactions between brands and consumers easier and more effective. Serving a wide range of well-known?national brands, we provide client care and sales for companies in a variety of industries, including finance, automotive and health care. Leveraging technology, data and industry-leading training to strategically connect with consumers,?we improve conversion rates and provide a greater return on marketing investments for our partners. We have a proven track record of strengthening brand reputations and driving value for the businesses we represent.?
Disclaimer This is an outline of the primary responsibilities of this position. As with everything in life, things change. The tasks and responsibilities can be changed, added to, removed, amended, deleted and modified at any time by the leadership group.