Connection
IT Support Technician I
Connection, Westborough, Massachusetts, us, 01581
Overview:
Connection Services has a fantastic opportunity through our Technical Services division. We are seeking a skilled and motivated IT Support Technician I to join our team in Westborough, MA. 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.Responsibilities:Experience:Responsible for providing front line support to store and corporate end users with a wide variety of IT and facilities issuesAbility to perform the basic core Request Fulfilment and Incident Management functions of the IS Support Technician roleResponsible for acting in a Contact Center Lead role and providing workflow direction to the support staffResponsible for reviewing and approving new or existing Knowledge Management recordsResponsible for identifying, creating and communicating Problem Management recordsProvide training and mentorship to new IS Support Technicians
Min:USD $20.00/Hr.
Max:USD $23.00/Hr.
Qualifications:Skills:Some Technical Course work, Associates and/or BachelorsExperience in a retail call center environment.Must have knowledge of Microsoft based operating systemsBasic 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 ManagementA+ or ITIL Foundations Certification preferred
Connection Services has a fantastic opportunity through our Technical Services division. We are seeking a skilled and motivated IT Support Technician I to join our team in Westborough, MA. 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.Responsibilities:Experience:Responsible for providing front line support to store and corporate end users with a wide variety of IT and facilities issuesAbility to perform the basic core Request Fulfilment and Incident Management functions of the IS Support Technician roleResponsible for acting in a Contact Center Lead role and providing workflow direction to the support staffResponsible for reviewing and approving new or existing Knowledge Management recordsResponsible for identifying, creating and communicating Problem Management recordsProvide training and mentorship to new IS Support Technicians
Min:USD $20.00/Hr.
Max:USD $23.00/Hr.
Qualifications:Skills:Some Technical Course work, Associates and/or BachelorsExperience in a retail call center environment.Must have knowledge of Microsoft based operating systemsBasic 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 ManagementA+ or ITIL Foundations Certification preferred