IMS Helpdesk support responsible for customer support via phone, email, and ticketing system. Collaborate and suggest changes on software processes for City Electric Supply.
About the role
- Help Desk Technician IV Lead managing intricate IT support requests for client’s user base. Documenting activities and ensuring satisfaction through structured task management.
Responsibilities
- Handle the most complex IT technical support requests for the client’s user base and lead the other Service Center Technicians in direction of providing the utmost support.
- Manage and document customer support issues, remediation and customer satisfaction using a structured system for task resolution.
- Analyze and resolve operational issues for the technical support center and shall assist the Federal Functional Lead in prioritizing tasks for the Service Center Technicians that are working on task resolution.
- Provide reports for technical support activity, property accountability, lead meetings and event schedules.
- Other duties as assigned.
Requirements
- Associate’s degree (bachelor's degree preferred) or Certificates from technical training institute.
- A minimum of five (5) years of computer support experience.
- Familiar with standalone and network computers and associated peripheral devices.
- Requires successful completion of a Public Trust Adjudication.
- Must be able to pass a background check.
- May require additional background checks as required by projects and/or clients at any time during employment.
- Minimum Skills: Exceptional interpersonal skills with the ability to communicate in a clear, professional, and articulate manner.
- Exceptional verbal and written communication skills.
- Excellent organizational, analytical, and problem-solving skills with high-level attention to detail.
- Proven ability to multitask and prioritize in a fast past environment with changing priorities; adaptable to change and a quick learner.
- Must be self-motivated and able to work well independently as well as on a multi-functional team.
- Ability to handle sensitive and confidential information appropriately.
- Proficient in MS Office, Word, Outlook, PowerPoint, and Excel.
Benefits
- Medical, Dental and Vision Insurance
- Wellness Program
- Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
- Short-Term and Long-Term Disability options
- Basic Life and AD&D Insurance (Company Provided)
- Voluntary Life and AD&D options
- 401(k) Retirement Savings Plan with matching after one year
- Paid Time Off
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