Brooksource
IT Support Specialist
Brooksource, Town and Country, Missouri, United States,
*IT Support Specialist*
*Onsite in St. Louis*
*Contract*
*JOB SUMMARY*
Provide live phone support to the employees of our telecomunnications client, employing a high degree of customer service, technical expertise and timeliness. Provide basic level remote IT assistance for problem resolution and escalate complex problems to higher tier personnel. With moderate supervision, take ownership of an issue and follow through on a resolution with end users and other pertinent IT staff. Track support calls in the Help Desk ticketing system. Adhere to established standards and procedures in resolving problems.
*MAJOR DUTIES AND RESPONSIBILITIES*
· Receive customer support requests via phone and email from employees and contractors worldwide in a fast paced environment.
· Use basic troubleshooting techniques to resolve or route issues pertaining to email problems or features, network connectivity, personal computer problems, and application problems for our employee and contractor customer base.
· Use multiple ticketing systems to document and route support case to the appropriate group(s) who can assist in resolving the issue.
· Expect a case load of approximately 40-50 cases per day.
· Regular interaction with various support groups and end-users at all levels.
· Analyze problems and solve them creatively.
· The ability to develop a strong knowledge of products, features and services and how our customers use them.
· Ability to handle multiple tasks simultaneously, prioritize and complete specified tasks on time.
· Ability to effectively communicate orally and in written form.
· Assist on special projects and escalations outside of normal call taking responsibilities without affecting the team goals for hold times and abandon rates or any personal goals.
· Learn how to identify inefficiencies and work with leadership to improve the overall functionality of the support desk.
· An ability to follow a defined day to day work schedule and be punctual for all duties.
*REQUIRED QUALIFICATIONS*
*Skills/Abilities and Knowledge*
_Ability to read, write, speak and understand English_
*· Excellent problem solving skills*
*· Excellent written communication skills*
*· Resolve support cases via phone and email*
*· Experience or knowledge in customer support and logical IT troubleshooting*
· Demonstrate effective interpersonal and communication skills
· Solid team working skills in a fast paced setting
· Ability to develop proficiency in the Cherwell ticketing system.
· Be self-motivated and able to work with minimal supervision
· Proficient in the MS Office suite
Must be able to work flexible schedule from 05:00 am to 11:59 pm any day of the week in 8 to 10 hour shifts.
· A working knowledge of the Windows 10 operating system
· A working knowledge of Active Directory
Job Type: Contract
Pay: $13.00 per hour
Expected hours: 40 per week
Benefits:* 401(k)* Dental insurance* Health insurance* Paid time off* Vision insuranceSchedule:* 8 hour shift* Day shift* Evening shift* Monday to Friday* Morning shift* Night shift* Rotating shift* Rotating weekends* Weekdays
Application Question(s):* Are you able to be onsite in Town and Country, MO?* What are your current pay expectations?
Ability to Relocate:* Town and Country, MO: Relocate before starting work (Required)
Work Location: In person
*Onsite in St. Louis*
*Contract*
*JOB SUMMARY*
Provide live phone support to the employees of our telecomunnications client, employing a high degree of customer service, technical expertise and timeliness. Provide basic level remote IT assistance for problem resolution and escalate complex problems to higher tier personnel. With moderate supervision, take ownership of an issue and follow through on a resolution with end users and other pertinent IT staff. Track support calls in the Help Desk ticketing system. Adhere to established standards and procedures in resolving problems.
*MAJOR DUTIES AND RESPONSIBILITIES*
· Receive customer support requests via phone and email from employees and contractors worldwide in a fast paced environment.
· Use basic troubleshooting techniques to resolve or route issues pertaining to email problems or features, network connectivity, personal computer problems, and application problems for our employee and contractor customer base.
· Use multiple ticketing systems to document and route support case to the appropriate group(s) who can assist in resolving the issue.
· Expect a case load of approximately 40-50 cases per day.
· Regular interaction with various support groups and end-users at all levels.
· Analyze problems and solve them creatively.
· The ability to develop a strong knowledge of products, features and services and how our customers use them.
· Ability to handle multiple tasks simultaneously, prioritize and complete specified tasks on time.
· Ability to effectively communicate orally and in written form.
· Assist on special projects and escalations outside of normal call taking responsibilities without affecting the team goals for hold times and abandon rates or any personal goals.
· Learn how to identify inefficiencies and work with leadership to improve the overall functionality of the support desk.
· An ability to follow a defined day to day work schedule and be punctual for all duties.
*REQUIRED QUALIFICATIONS*
*Skills/Abilities and Knowledge*
_Ability to read, write, speak and understand English_
*· Excellent problem solving skills*
*· Excellent written communication skills*
*· Resolve support cases via phone and email*
*· Experience or knowledge in customer support and logical IT troubleshooting*
· Demonstrate effective interpersonal and communication skills
· Solid team working skills in a fast paced setting
· Ability to develop proficiency in the Cherwell ticketing system.
· Be self-motivated and able to work with minimal supervision
· Proficient in the MS Office suite
Must be able to work flexible schedule from 05:00 am to 11:59 pm any day of the week in 8 to 10 hour shifts.
· A working knowledge of the Windows 10 operating system
· A working knowledge of Active Directory
Job Type: Contract
Pay: $13.00 per hour
Expected hours: 40 per week
Benefits:* 401(k)* Dental insurance* Health insurance* Paid time off* Vision insuranceSchedule:* 8 hour shift* Day shift* Evening shift* Monday to Friday* Morning shift* Night shift* Rotating shift* Rotating weekends* Weekdays
Application Question(s):* Are you able to be onsite in Town and Country, MO?* What are your current pay expectations?
Ability to Relocate:* Town and Country, MO: Relocate before starting work (Required)
Work Location: In person