Job Profile Summary
Provide critical first line support for our customers - primarily internal customers. You will be providing timely support for PC/Laptop, hardware, peripherals, mobile devices and software/applications [including some of which are proprietary; hosted on prem and/or cloud based], by responding to and diagnosing problems via phone, self-service and chat. It may be necessary to escalate to network services, information security, desktop architecture or other “next level” teams. We are a Knowledge-Center-Service organization. Your track record in KCS “UFFA”, initial problem recognition, and quick determination of appropriate resolution or escalation while ensuring an excellent customer service experience supports your success on our team. Joining our dynamic, fast paced work environment is an excellent career step for you. Mother Lode Holding offers competitive benefits both personal and professional.
Job Description
HOW YOU’LL CONTRIBUTE
- Support customer inbound password requests and VPN related issues through phone, chat, self-ticketing, and other channels as developed by Service Desk.
- Follows Knowledge Centered Service (KCS) and IT Infrastructure Library (ITIL) methodology.
- Provide accurate and creative solutions to customer issues to ensure quick restoration of customer productivity. If the issue cannot be resolved within a certain timeframe, proper reassignment is crucial.
- Creates and maintains knowledge base articles Tracks and documents all contacts into IT Service Management software.
- May perform additional duties relating to specific Mother Lode applications as assigned.
- Other duties as assigned
WHAT YOU’LL BRING
Required Education, Experience, Certification/Licensure
- Two-year technical degree or equivalent work-related experience required.
- Typically has a minimum of 1 year directly related experience within a customer service or service desk/technical support environment.
- HDI Support Center Analyst Preferred.
KNOWLEDGE, SKILLS, AND ABILITIES (KSAs)
- Aptitude for providing excellent customer service.
- Good communication, problem solving skills and telephone etiquette.
- Ability to use Service Desk standards and follow guidelines.
- General knowledge of call queue environment.
Additional Job Description
COMPLEXITIES & IMPACT
- Works on standard issues/problems relating to password and VPN issues.
SUPERVISION RECEIVED OR EXTENDED
- No responsibility for the supervision of others.
- Works under direct supervision following work procedures and guidelines.
- Focuses on learning functional aspects of position including policies and procedures.
- May recommend systems modifications to reduce user problems.
- Refers more complex problems to a more senior level technician.
OTHER JOB REQUIREMENTS: PHYSICAL, TRAVEL, DRIVING REQUIREMENTS
Disclaimer The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal work hours and/or responsibilities from time to time, as needed
Job Type: Full-time
Pay: $20.32 - $27.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
