Overview

Utilize strong pc troubleshooting, break fix, and problem solving skills in maximizing the uptime of the pc’s, phones, agent software on the desktop, and site infrastructure for the assigned call center. Interface with corporate network, PBX, windows administration, database, and application teams in addressing specific problems encountered at your assigned call center.

Responsibilities

• Support for the day-to-day IT operation at the call center.
• Organizes and addresses assigned tasks and tickets in appropriate priority order.
• Supports corporate I.T. as “the hands” at the site to address issues with voice and data infrastructure.
• Supports site level implementations of new pc hardware, application rollouts, and client specific activities as it relates to the desktop.
• Receives and responds to workflow requests in the form of trouble tickets through the TRAKIT ticketing system.

Qualifications

Education: A.A.S in computer science or other related degree or an equivalent combination of education and experience.

Experience:  One to three years’ experience with installation, relocation, troubleshooting, repairs and preventative maintenance of desktop devices and software applications.

Knowledge/Skills/Abilities:

All employees are expected to meet/exceed standard core competencies for all jobs. Additional knowledge, skills, and abilities that are required to perform the job are as follows:

• Must possess excellent English written and oral communication skills; ability to interface with clients at all levels.
• Experience working in a large, fast paced, call center environment utilizing VOIP technology.
• Working knowledge of Active Directory, GPO’s, and software deployment.
• Highly proactive; addresses site level issues with appropriate sense of urgency.
• Above average knowledge of Windows 7 and the system registry
• Must be a strong team player with a positive attitude and tenacity to complete the mission
• Quickly learn and communicate new technologies
• Proven ability to troubleshoot, install, and support the following: PC hardware, commercial and custom software suites, network connectivity for data, voice, Ethernet, and WIFI, image creation and deployment, IP phones, laptops, tablets, smartphones, and printers.

Specialized Training and Certifications: • A certification required; MCP desired.