Technical Support

Company: Collabera
Location: Des Moines
Posted on: January 16, 2020

Job Description:

Des Moines, IowaSkills : Technical Support,helpdeskDescription : NOTE: Inbound Call Center, shift work,excellent attendance is a must, schedule dependability and metrics drivenenvironment ITSD HelpDesk: Provides technicalsupport to diagnose, analyze, research and resolve moderately complex computerincidents for internal and external customers. JOBSUMMARY: Under moderatesupervision, performs moderately complex tasks associated with IT Operations.Tasks include monitoring and operating a computer console and/or onlineterminals, provisioning and providing first and second tier technical supportto end users on moderately complex issues regarding computer operations andnetworks, installations, setups, error messages, on-line transactions, systemstatus, and downtime procedures, etc. Participates in problem/change managementactivities to minimize impact of service disruptions on end users. CORE DUTIESAND RESPONSIBILITIES: 1. Providestechnical support to diagnose, analyze, research and resolve moderately complexcomputer incidents for internal and external customers. Responsible forrecognizing, researching, isolating, resolving and documenting problems withinformation systems products and services. 2. Executesincident and change management processes for moderately complex PC, server, ormainframe applications and hardware. 3. Providesthe preventative maintenance, troubleshooting, root cause analysis, andresolution for moderately complex technical incidents in order to ensuresatisfaction. 4. Documentsand routes moderately complex customer escalation's and recommends appropriatetechnical team or resource. 5. Consultswith network services, desktop/systems engineering, and/or applicationsdevelopment to restore service and/or identify and correct core systemsproblems. 6. Provides adhoc technical training to customers groups on company technologies,infrastructure, hardware, and software applications. 7. Performsall other duties as assigned. Requiredand desired skills: MINIMUM JOBREQUIREMENTS: Education- Undergraduate studies in computer sciencemanagement information systems, business administration, insurance or relatedfield is preferred. Knowledge- Proven knowledge of mainframe,microcomputer and/or network technologies and applications. Must have anunderstanding of customer business and product environment. Must have anunderstanding of business systems, data processing, and customer serviceconcepts and practices. Certification/Designation-Certification in MS or an equivalent designation ispreferred. Experience- Two years of experience in a relatedfield. Customer service experience is preferred. Skills-Must have good verbal and writtencommunication skills to effectively interact with customers and all levels ofpersonnel. Must be able to provide technical support to diagnose, analyze,research and resolve moderately complex computer problems while minimizing theimpact of service interruptions. Must be able to analyze moderately complexerror conditions and/or abnormal situations and report malfunctions tomanagement. Must have the ability to utilize computer operation system softwarecommands to troubleshoot and resolve moderately complex issues related toapplication and hardware/peripherals. Must have good analytical anddecision-making skills - provided by Dice

Keywords: Collabera, Des Moines , Technical Support, IT / Software / Systems , Des Moines, Iowa