National Guard Employment Network
IT Service Center Support I - Charlotte, NC
National Guard Employment Network, Charlotte, North Carolina, United States, 28245
Job Description
ATTENTION MILITARY AFFILIATED JOB SEEKERS
- Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps. Unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post.
Charlotte, NC, US, 28211Requisition ID: 202932
Posting Locations: Charlotte
Our Secret Ingredient is our Teammates.
We offer great rewards, competitive pay, career advancement and growth opportunities.
Full Time Teammates are also eligible for:
Paid TrainingPaid Time Off plus paid holidays401(k) with Company matching on a dollar-for-dollar basisEmployee Stock Purchase Plan (ESPP)Group Health Insurance - Medical, Dental, Vision & DisabilityBasic and Supplemental Life Insurance
Refresh and Grow your Career with Us!
Job OverviewThe IT Service Center Support has frequent contact with Coke Consolidated business partners, employees, customers, peers, and all levels of management. Our Service Center Support Technicians joyfully respond to needs with an eagerness to serve. Therefore, the technician will provide quality telephone support for IT hardware and software-related issues, with a high degree of customer satisfaction and promptly. Responsible for researching, resolving, and responding to complex questions following current high standards. The IT Service Center Support should have advanced computer troubleshooting skills and have a deeper understanding of Coke Consolidated's processes.
Duties & ResponsibilitiesAssists teammates telephonically, electronically, and in-person on a wide array of support requests, including diagnostic support relating to functionality of software, troubleshooting, daily network operations, etc., while demonstrating a high level of customer serviceObserves problem trends in order to report on frequent issues and documents learnings and solutions in order to assist teammates with timely and consistent resolutions to frequently asked questions, including things like account lockouts, intermittent system issues, etc. in order to improve the team's ability to respond quickly to needsInitiates and, or follows up with ServiceNow tickets for teammate issues and concernsEscalates complex problems or issues to the next tier of support or the appropriate Center of Excellence for timely resolutionAssists teammates across the organization with the use of our self-service portal and knowledge base to fulfill future needs independently when practical to do soMay perform other duties as assigned
Additional Qualifications/Responsibilities
Knowledge, Skills, & AbilitiesPositive Attitude - The role requires a positive attitude and a servant's heart while proving Coke Consolidated customers with a single point of contact for all IT Business and Technical issuesEagerness to Learn - Continuous learning is required as Coke Consolidated's systems and processes continue to change. Learning these systems and processes increases the quality of service and allows greater resolution without forwarding it to Tier 2 support teamsPersonal Pride and a Dedication to full Ownership - The role requires a self-drive, intrinsic motivation to serve people to improve their day, lives. This displays itself through high attendance, so teammates aren't carrying the workload by themselves, humbly seeking and applying feedback to improve their service and a desire for continuous improvementProvide insight and suggestions about ways to improve the Helpdesk and Support functions within ITFlexibility - The need to work any shift on the 24,7 Service Center, includes possibly serving on nights, and weekendsBe available to provide additional coverage when Coca-Cola Consolidated has major system implementationsMore advanced technical knowledge, experience, and understanding of computers, networks, and applications to be able to troubleshoot issuesA Service Center Support is required to know enough about all our systems and processes to gather data, troubleshoot possible solutions, and if unable to resolve, document enough of the troubleshooting steps to pass along to the next tier for resolutionThey are also relied upon to help the Support Technician 1 employees in answering questions, to improve their knowledge and understanding
Minimum QualificationsHigh school diploma or GEDKnowledge acquired through 5 to up to 7 years of work experienceWork EnvironmentOffice Environment
ATTENTION MILITARY AFFILIATED JOB SEEKERS
- Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps. Unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post.
Charlotte, NC, US, 28211Requisition ID: 202932
Posting Locations: Charlotte
Our Secret Ingredient is our Teammates.
We offer great rewards, competitive pay, career advancement and growth opportunities.
Full Time Teammates are also eligible for:
Paid TrainingPaid Time Off plus paid holidays401(k) with Company matching on a dollar-for-dollar basisEmployee Stock Purchase Plan (ESPP)Group Health Insurance - Medical, Dental, Vision & DisabilityBasic and Supplemental Life Insurance
Refresh and Grow your Career with Us!
Job OverviewThe IT Service Center Support has frequent contact with Coke Consolidated business partners, employees, customers, peers, and all levels of management. Our Service Center Support Technicians joyfully respond to needs with an eagerness to serve. Therefore, the technician will provide quality telephone support for IT hardware and software-related issues, with a high degree of customer satisfaction and promptly. Responsible for researching, resolving, and responding to complex questions following current high standards. The IT Service Center Support should have advanced computer troubleshooting skills and have a deeper understanding of Coke Consolidated's processes.
Duties & ResponsibilitiesAssists teammates telephonically, electronically, and in-person on a wide array of support requests, including diagnostic support relating to functionality of software, troubleshooting, daily network operations, etc., while demonstrating a high level of customer serviceObserves problem trends in order to report on frequent issues and documents learnings and solutions in order to assist teammates with timely and consistent resolutions to frequently asked questions, including things like account lockouts, intermittent system issues, etc. in order to improve the team's ability to respond quickly to needsInitiates and, or follows up with ServiceNow tickets for teammate issues and concernsEscalates complex problems or issues to the next tier of support or the appropriate Center of Excellence for timely resolutionAssists teammates across the organization with the use of our self-service portal and knowledge base to fulfill future needs independently when practical to do soMay perform other duties as assigned
Additional Qualifications/Responsibilities
Knowledge, Skills, & AbilitiesPositive Attitude - The role requires a positive attitude and a servant's heart while proving Coke Consolidated customers with a single point of contact for all IT Business and Technical issuesEagerness to Learn - Continuous learning is required as Coke Consolidated's systems and processes continue to change. Learning these systems and processes increases the quality of service and allows greater resolution without forwarding it to Tier 2 support teamsPersonal Pride and a Dedication to full Ownership - The role requires a self-drive, intrinsic motivation to serve people to improve their day, lives. This displays itself through high attendance, so teammates aren't carrying the workload by themselves, humbly seeking and applying feedback to improve their service and a desire for continuous improvementProvide insight and suggestions about ways to improve the Helpdesk and Support functions within ITFlexibility - The need to work any shift on the 24,7 Service Center, includes possibly serving on nights, and weekendsBe available to provide additional coverage when Coca-Cola Consolidated has major system implementationsMore advanced technical knowledge, experience, and understanding of computers, networks, and applications to be able to troubleshoot issuesA Service Center Support is required to know enough about all our systems and processes to gather data, troubleshoot possible solutions, and if unable to resolve, document enough of the troubleshooting steps to pass along to the next tier for resolutionThey are also relied upon to help the Support Technician 1 employees in answering questions, to improve their knowledge and understanding
Minimum QualificationsHigh school diploma or GEDKnowledge acquired through 5 to up to 7 years of work experienceWork EnvironmentOffice Environment