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This position is a customer service-oriented professional that provides first level support through phone, email and chat for all Information technology supported services and systems for internal customers, service vendors and other companies within the industry. Saturday midnight-Sunday 8am, Sunday midnight-Monday 8am. And this position will be onsite (no hybrid and no remote).Provides exceptional customer service.
Provides first level support through remote desktop tools.
Tracks route and redirect requests to correct resources as needed.
Escalates and provides critical incident support as needed.
Follows up with customers, provides timely updates and sees problems through to the end.
Ensures proper documentation of incidents, requests, and follows established ticketing processes.
Updates exciting Help Desk documentation to reflect troubleshooting steps for known errors.
Recommends procedure modifications or improvements.
Gathers detailed information from customers via telephone or remote support tools.
Utilizes existing tools to diagnose customer’s needs and evaluate options for resolution.
Resolves issues for systems remotely when possible.
Maintains awareness changes in the environment that affect the supported customer base.
Attends regular meetings and training activities.
Updates current Help Desk Documentation to reflect troubleshooting steps for known.
Logs all tickets in ticketing toll and follows established ticketing processes.
DAY Shift: Compiles and distributes the morning report within defined timeframe.
Other duties as assigned.
Skills
1 year Working knowledge of common operating systems and software applications.
1 year - Preferred Experience Information
Experience with providing support over the phone (1 year preferred)
Experience communicating technical information to non-technical audience (1 year preferred)
Customer service or call center (1 year preferred)
Keyboard Skills (Typing, data entry, etc.)
Excellent problem solving and trouble shooting skills.
Strong interpersonal skills, friendly demeanor, and helpful attitude
Excellent verbal and written communication skills
Ability to work responsibly with or without direct supervision.
Strong computer skills.
System One, and its subsidiaries including Joulé, ALTA IT Services, CM Access, TPGS, and MOUNTAIN, LTD., are leaders in delivering workforce solutions and integrated services across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible full-time employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.
