Support Center Representative I - Kenan Advantage Group : Job Details

Job DetailsJob Location 96005 North Canton OH - North Canton, OH Position Type Terminal Support Travel Percentage None Job Shift 8hr Job Category NA DescriptionPosition Summary This position primary function is to resolve calls and support tickets Essential Functions

• Answer calls and respond to tickets and emails
• Quickly and accurately determine incident scope and impact.
• Provide support and resolve problems to the end user's satisfaction
• Monitor and respond quickly and effectively to requests received through the Support Center via Call, ticket, or email
• Monitor tickets assigned to the queue and process first-in first-out based on priority
• Troubleshoot issues with end-users and work toward first call resolution
• Deliver high quality assistance to on-site and remote personnel
• Utilize and maintain the Support Center tracking software by maintain issues in the system from first contact with end user including responsibility for call ownership
• Document all information according to standard operating procedures
• Install, test, and configure new workstations, peripheral equipment, and software
• Maintain inventory of all equipment, software, and software licenses
• Manage PC / Laptop setup and deployment for new employees using standard hardware, images, and software
• Setup new employees / consultants / Vendors information into Active Directory
• Assign users and computers to proper groups in Active Directory
• Perform timely workstation hardware and software upgrades / break fix as required
• Identify and Escalate problems as required to support teams.
• Direct questions to the right department when needed
• Act as a liaison between customers and technical escalation teams.
• Update the internal knowledgebase with issue resolution details
• Support computers, laptops, tablets, smart phones, and applications
• Assist users in detecting and removing viruses, spy ware, and other malicious software
• Ensure customer satisfaction
• Follow up with customers as needed to ensure any problems are resolved

QualificationsQualifications

• High School diploma or equivalent
• 1-3 years' experience managing and delivering Help Desk Support
• Knowledgeable on Windows operating systems & Office suite, Citrix, VPN access, printer & copier configuration
• Ability to effectively communicate, issues, concepts, and solutions to all levels of the organization, including clients both internal and external, executive leadership, and the business.
• Must be able to function effectively under pressure in environments of rapid change, conflicting demands, and crisis management.
• Must have knowledge of creating and managing service level agreements.
• Demonstrated continuous improvement and quality problem-solving methodology skills.
• Ability to mitigate complex issues in a Professional and timely manner.
• Ability to work independently while keeping management informed.

Note: The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities and skills required of associates so classified. Management retains the right to assign or reassign duties at any time. Job description is subject to change. All employees of the Company are expected to:

Promote positive work habits including effective and timely communication, teamwork and respect for co-workers.

Provide constructive guidance to other employees and representatives of third parties.

Contribute to providing the highest quality of products and services to customers.