Service Support Technician III

The Service Support Center is Regulus? initial and single point of technology contact for all of the company?s Nationwide distributed offices, as well as its numerous line of customers, with its primary goal being to accurately troubleshoot and provide first call resolution to most technical support calls received 24 hours a day 365 days a year.

 

This position is slated for an experienced, Help Desk / Call Center / Desktop Support employee with hands-on and remote hardware, software and network connectivity troubleshooting skills. Ability to work with diverse user groups and other upper tier technology groups (LAN, WAN, UNIX, Messaging, Telephony and Application Development).

 

Duties include:

1.  Providing support by answering, evaluating and prioritizing incoming telephone, voicemail and email requests for assistance from users experiencing problems with hardware, software, networking, internal applications and other computer-related issues. You will follow up on open tickets from the Help Desk call tracking system, escalate problems to other IT employees (when appropriate) to obtain timely resolution, provide or coordinate basic support, installation services and maintenance of hardware equipment, provide after hour (pager) support during assigned day. Document all details, events and escalate if necessary all customer service requests in trouble tracking software following support process and procedures. Develop and maintain installation, configuration, troubleshooting, and training documentation. Provide updates, status, and completion information of service requests to Service Support Manager, peers, company employees or customers, via phone, email or in-person.

 

2.  Providing desktop assistance for standard PC software, hardware and printers to remote and local users. Diagnosis and resolution of difficult problems regarding desktop, laptop and peripheral hardware, as well as Microsoft operating systems proprietary applications, network configuration in Windows NT/2000 domain environment and company specific systems and applications.  Install, configure, upgrade and deploy all new or re-assigned personal computer hardware and software, locally and / or remotely. Coordinate network client configuration with LAN/WAN groups as well as automate routine maintenance and update processes on personal computer communications and security. Keep virus-protection software and definitions up-to-date. Maintain security patches and service packs on all operating systems and applications. Dispatch warranty, maintenance or T&M vendors if necessary to complete customer service request in timely manner.

 

3.  Being responsible for the timely implementation and execution of company-wide special projects designed by Service Support Technician III and Service Support Manager that affect all or multiple end-users or company customers. Projects such as company-wide technology asset discovery, Windows 2000/XP corporate rollout. Studies hardware and software products to determine which best meet end-user needs. Recommends corporate standards. Work on issues related to desktop architecture, Active Directory Services, SAM and Windows Server Administration.  Design and Administrator Internal websites.

 

Skills and Abilities:

 

1.  Able to approach issues and projects with a sense of ownership, enthusiasm, innovation, professionalism, quality and passion for client service with a ?whatever it takes? mentality and attitude.

 

2.  Have excellent time management, organizational and communication skills, and be able to demonstrate the ability to approach problems from many directions and choose the best resulting resolution effectively under pressure in an unpredictable and very dynamic environment.

 

3.  Able to mentor Level II support team.

 

4.  Possess general technical writing skills to describe technical problems for problem logging, history, and communication to escalation peers, as well as any other required documentation.


5.  Advanced knowledge of basic Microsoft Office applications (Word, Excel, and PowerPoint). Intermediate knowledge of advanced Microsoft Office applications (Access, Visio, and Project)

 

6.  Able to think outside the box and bring resulting ideas to the team.

 

7.  Able to establish and maintain effective relations with team members, users, management, vendors and company clients.

 

8.  Advanced knowledge of desktop, laptop, peripheral, and LAN/WAN connectivity and communications are highly desired

 

9.  Thorough understanding of ACD (Automatic Call Distributor) systems and trouble tracking process experience are preferred but not required.

 

10.  Associates? degree or equivalent training and/or work experience (prefer Computer Science) with a minimum of three to five years experience in a help desk / call center / desktop support environment.

 

11.  One-year experience working in a large organization (multiple locations, WAN, 1000+ personal computer workstations.

 

To learn more about our company, please visit www.regulusgroup.com