What are the responsibilities and job description for the Customer Support Technician position at ARK Solutions Inc.?
Title: Customer Support Technician
Location: - Multiple Location in FL
Hire Type: Contract
District 1:- Bartow, FL 33830
District 2:- Lake City, FL 32025
District 3:- Chipley, FL 32428
District 4:- Ft. Lauderdale, FL 33309
District 5:- Deland, FL 32720
District 6:- Miami, FL 33172
District 7:- Tampa, FL 33612
Scope of Services:
Responsible for Tier I IT call center customer service support. Diagnoses and resolves problems using documented procedures and checklists in the performance of most responsibilities. Enters call data into a tracking system. Escalates problems to higher level technical support professionals when necessary. Assists in the resolution of application and software problems.
Primary Job Duties/ Tasks:
The submitted candidate must be able to perform the following duties and/or tasks:
Provide support for customers remotely with password or access issues.
Documents work performed and resolution(s). Identify, analyze and resolve problems and issues through the use of troubleshooting tools and techniques as well as teamwork.
Support customers in ISA Utility with role assignment, account activation, and password reset
Maintain up to date customer and technician information in ITSM ticketing system
Manage incoming requests from customers and generate ticket in ITSM ticketing system for resolution or escalation to additional IT teams.
Work with the team to maintain central hub of communications for the agency.
Job Specific Knowledge, Skills, and Abilities (KSAs):
The submitted candidate must be able to apply common knowledge, skills, and abilities in the following areas:
General knowledge of Microsoft products, including operating systems, office suite and outlook in a networked environment.
General knowledge of computer software and hardware relative to personal computer, local area network/wide area network environments.
Skilled at installing and providing technical support for software applications, operating systems, and personal computer hardware
Ability to communicate effectively both verbally and in writing
Ability to read, understand, and comply with the department's policies, procedures, guidelines, and practices relating to desktop standards.
Education:
High School Diploma or equivalent.
Experience:
1 to 2 years of Customer Call Center work experience. 1 year of computer software, account password reset, and network connection troubleshooting work experience a plus.
Job Type: Contract
Pay: $18.00 - $20.00 per hour
Work Location: In person
Salary : $18 - $20
