IT Customer Services – Contractor

at Analysts
Location Washington, Indiana
Date Posted June 22, 2022
Category Call Centre / CustomerService
Job Type Not Specified


Job Title: IT Customer Services - Contractor

Location: 1919 W. Cook Road Fort Wayne IN 46818

Duration:12 Months

Job Description:

Coordinates, diagnoses and troubleshoots incoming end user requests. Provides technical support services to end users either local or remote with problems or issues related to information technology services including but not limited to: applications, workstations, conference rooms, collaboration services, and network services. Provides timely resolution of problems or escalation on behalf of end users to appropriate next level of technical support personnel in alignment with established service level agreements (SLAs). Provides case status updates to management and end users. Supports and maintains effective relationships with end users. Maintains and updates records in tracking databases within established SLAs. Alerts management to emerging trends in incidents, problems, or issues.

Overall Summary
Fully proficient support individual contributor.
Works under limited supervision.
May be a resource to other employees in areas of expertise.
Assignments are moderately difficult requiring some judgment.

Education & Experience
Requires fully proficient job knowledge/skills.
Requires a High School Diploma or equivalent and a minimum of 6 years of prior relevant experience or 2 years post-Secondary/Associates Degree with a minimum of 2 years of prior related experience.

Nature of Supervision
Works under limited supervision.
Less detailed instructions are provided and minimal peer review is required.

Communication & Influence
Communicates with contacts typically within and outside the department on matters that involve obtaining or providing information requiring explanation or interpretation to understand and reach agreement.
May be a resource to other employees in areas of proficiency.

Innovation & Complexity
Work may be structured within identified boundaries and procedures.
Follows established processes to complete tasks. Identifies problems and issues in straightforward situations. Resolves most issues.

Organization Impact
Works to achieve operational targets within job area which has moderate impact on the overall achievement of results for the team. Work is of moderate scope, typically on larger, task-related activities.

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