Candidate Profile:

• Bachelor's degree in computer science, computer information systems or related field
• Customer Service experience
• Ability to effectively operate in a multi-tasking environment

Position Description:

• Assist in troubleshoot and resolve a range of technology related problems experienced by end users in utilization of IS hardware and software.

Essential Duties & Responsibilities:

• Respond to incoming service calls or incidents and support requests via email or through a ticketing system submitted by internal and external users of Turner’s IS systems, and resolve Tier I issues.
• Escalate Tier II and above computer utilization issues for Turner's global user base.
• Identify and report trends observed by the service desk for potential issues/risks to Turner’s IS environment.
• Document tickets and maintain IS knowledge base library.
• Report and analyze service desk metrics.
• Participate in the rollout of new systems to establish support procedures as it relates to the service desk
• Train and mentor HQ Support Technicians, BU IS and end users.
• Compose and publish knowledge-based articles related to common issues observed by the service desk for user base and IS staff.
• Contribute to continuous improvement efforts that foster customer service excellence for all of Turner’s technology users.
• Provide after-hours rotational support as the “on call” service desk specialist to Turner’s end users.
• Perform other duties as necessary.

Qualifications (Required):

• Bachelor's degree in computer science, computer information systems or related field and minimum of 1 year of work experience or an equivalent combination of education and experience.
• Customer service experience
• Knowledge of Active Directory
• Experience with Windows 7, Windows 8.1 and Windows 10
• Knowledge of Microsoft operating system, Office 365, MS Exchange, and Microsoft Office applications
• Experience with Office 2010/2013/2016 support
• Knowledge of mobile device support
• Understanding of malware/spyware/anti-virus software
• Able to effectively operate in a multi-tasking environment
• Possess strong interpersonal and communication skills in a professional and effective manner via phone and email

Qualifications (Desired):

• Experience with troubleshooting and ticketing systems
• Desktop\systems support experience
• Knowledge of Lean principles and ITIL methodology

Schedule:

• Full-Time
  • 8 hour shift between the hours of 6:00am - 7:00pm CST

Salary:

• $22.00/Hour (Plus Benefits)

Location:

• Dallas, TX
• Hybrid
  • On-site during initial training
  • Upon completion of training, on-site 2 days/week

Benefits:

• Free Individual Health Insurance
• Free Training (Program specific)
• Paid Time Off
• Paid Company Holidays
• Education Assistance/Reimbursement (Toward first degree - Bachelors/Associates)
• Individual Mentor 
• 401k Retirement Savings
• Interest free loans (Case basis)
• Benefits valued at up to $25,000.00 annually

About WOS

Founded in 2005, Workforce Opportunity Services (WOS) is a leading 501(c)(3) nonprofit committed to developing the skills of untapped talent from historically underrepresented communities through partnerships with organizations dedicated to diversifying their workforce. This includes people of color, first-generation college graduates, veterans and early-career aspirants.

Utilizing a scientifically-based model derived from research conducted at Columbia University, we recruit, educate, train, and place high-potential candidates with leading organizations around the world. To date, WOS has served 6000 individuals through partnerships with more than 65 corporations in 60 locations worldwide. For more information, visit wforce.org.