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Job Summary:
The IT
Customer Support Technician will serve
as the first line of customer support
(Tier 1 support) to end users of
Organization network, desktop, and
enterprise applications.
Job
Description:
The
IT Customer Support Technician will perform
all or some of the following Job
description:
-
Diagnose
and resolve problems using documented
procedures and checklists in the
performance of most responsibilities
-
Enter
incident and service request calls into
an automated tracking tool
-
Evaluate
the business impact of IT problems,
resolve problems within scope of job
description, and triage problems to
other areas within or outside
Information Services for resolution
-
Assist in
the resolution of application, hardware,
and software problems.
Minimum Requirements / Knowledge / Skill
For IT Customer Support Technician Job
-
Working knowledge of software
applications and technology such as
Microsoft operating systems,
Microsoft Office applications,
Internet Explorer, printers,
multi-function, networked devices,
PCs, LANS
-
Excellent customer relationship
management skills
-
Excellent phone skills including
proper inflection and pronunciation
of words
-
Excellent listener
-
Good
transcription writing and spelling
skills and the use of appropriate
tools (e.g. spell checker)
-
Good
typing skills (40 words per minute)
-
Excellent command of the English
language and its grammatical rules
-
Detailed knowledge of Incident
management process
-
Fundamental understanding of Service
Desk operational activities
-
Familiar with IT Service Management
vocabulary
-
Work
experience of 1-2 years in
Information Technology
-
Demonstrated, working knowledge of
basic hardware and software products
and problem solving/troubleshooting
skills
-
1 - 2
years customer service experience.
Minimum Education Requirements /
Certification / Licensure For
IT Customer Support Technician Job
-
High
School graduate with 3 years
Information Customer Support / Help
Desk experience)
-
Technical Institute
Degree/certification in Computer
Science, Information Systems or
other related field a plus.
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