IT Support Specialist job – Imko – Sioux Falls, SD

IT Support Specialist

Imko


22 reviews


Sioux Falls, SD 57108

$12.50 an hour
– Temporary

  • Answer and monitor inquiries and requests. Must have excellent customer service skills.
  • Answers all phone calls in a pleasant and courteous manner.
  • Answers all calls in a timely manner.
  • Monitors all incoming e-mail for content review and evaluates response needed.
  • Monitors all incoming faxes for content review and evaluates response needed.
  • Prioritize tasks based on established need, importance, and status.
  • Apply established customer service methodologies for problem resolution.
  • Key calls, inquiries, and requests details into the call management and tracking software.
  • Is responsible for accurately entering call detail into assigned tracking software.
  • Uses excellent keyboarding skill to enter call detail timely and efficiently.
  • Uses mouse and Windows-like software environment.
  • Provide first-level support and monitoring for all incoming inquires and request to the Center for solutions.
  • Maintains high level of user expertise in the operation of the Center For Solutions call tracking and problem resolution software.
  • Maintains general knowledge of all personnel and knowledge-base resources.
  • maintains front line, first level general knowledge of all topics and applications supported by the CFS
  • Responds to requests, run queries, charts, and reports for the Center For Solutions
  • Follow written procedures and work flow rules for problem resolution.
  • Use queries and key word searches to solve front line inquires and requests,
  • Listen, analyze, and prioritize call detail for appropriate problem resolution or escalation.
  • Assists the department consultants in the updating of Center for Solutions data and procedures through data entry and monitoring.
  • Performs reporting functions from the Center For Solutions software tools as assigned by the Support Consultant.
  • Produce, monitor, and evaluate statistical CFS graphs.
  • Make recommendations to the Manager, Frontline for improved CFS service.
  • Provide support remotely on a rotational schedule during the hours within the after-hours support process, which are outside normal business hours including weekend and holidays.
  • Respond to support requests that are within after hours response criteria.
  • Respond to support requests during the after hour support process in a timely manner.
  • Work as liaison with applicable schedule on call subject expert staff member during system outages.
  • Communicate system outages to Director, Support and Training during after-hours scheduled day/night

Qualifications:
Requires a two-year certificate of degree, with minimum of 1 year experience in similar customer service or support role. Requires a basic understanding of computers, hardware troubleshooting, and networking concepts, as well as some degree of familiarity with a variety of IT systems and applications.

Excellent phone skills necessary. Listening skills a must. Must have excellent data entry skills and be familiar with computerized applications. Must be able to listen and communicate well in verbal or written format.

Contact:
Karis Thompson

4309 S Racket Drive

Sioux Falls

,

South Dakota

57106

(605) 336-0353

karist@imko.com

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About secureteam

secureteam
A Computer Programmer whose articles got mentions from the likes of The New York Times, Kissmetrics and AllTopStories. He writes articles, novels and poems; spends most of his time reading everything he could get his hands on. He is currently pursuing his Masters from The University of Illinois and holds a Bachelors in Electronics Engineering from the University of California. He is a programmer, a motivational writer and speaker.

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