Description
The Customer Support Specialis t Consultant provides computing support to internal employees- second level problem determination, recording, resolution & escalation of problems if necessary. He/She works with users whose issues could not be resolved in the first call & answering initial user calls during peak call times. He/She resolves complex problems immediately & identify those issues that are systemic or require senior level support involvement. He/She uses problem management database & help desk systems daily.

Principal Accountabilities:
• Acts as a secondary contact for password resets for most internal applications.
• Decides appropriate course of action when speaking with a customer, such as which actions would accurately solve their technical problem. Decides when problems need to be escalated to a higher-level resource.
• Distributes software to workstations upon request and applies knowledge of licensing process and license tracking. Demonstrates a rudimentary knowledge of common software.
• Provides authentication and entitlement credentials for access to the corporate LAN/WAN as necessary.
• Provides troubleshooting and diagnostics support to record all common customer issues. Resolves basic known issues. Demonstrates a rudimentary knowledge of hardware standards, major components, and how they interface with the environment.
• Troubleshoots all common customer issues - including hardware, software, Internet browser and remote connectivity issues.

Skills & Software Requirements:
• Bachelor's Degree, preferably a Computer / Technology Degree, or relevant work experience
• Team-oriented individual with strong self-motivation and the ability to work with minimal supervision
• Excellent communication skills
• Adaptability - responds appropriately and competently to the demands of work challenges when confronted with changes, ambiguity, adversity, and other pressures.
• Strong problem-solving and troubleshooting abilities
• Familiarity with Google workspace a plus

Shift Pattern:
Monday - Friday
10:00am - 6:30pm CST
Occasional weekend work required

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