IT Analyst - Customer Support

Position Description:

Do you have excellent communication & customer service skills?
Poses strong desktop technical support skills?
Have a desire to combine your technical support & customer service skills?
Interested in the integration of PC & Telephony technologies @ the desktop?
Have a demonstrated commitment to teamwork and displaying a positive, can do attitude?

Summary
As part of the IT Operations, End User Support department, the IT Analyst - Customer Support is responsible for providing PC & Telephony technical desktop support in one of Safeco?s business critical operations, the Liberty Lake Campus, which includes; National Auto Center, National Sales Center, SWR Service Center, Claims Servicing, Surety, and Legal departments.

General Qualifications
? Customer Satisfaction Focused with a demonstrated desire to help others!
? Excellent written and verbal communication.
? Proven success working in a team environment collaborating on activities between co-workers, customers & various departments.
? Ability to be part of 7x24 on-call support rotation for business critical operations.
? Aptitude to effectively interface with PC end-users. Specifically, to clarify problems, answer questions and make decisions that ensure end-users experience minimum impact or 'down-time'. Must be able to support virtual end-users.
? Commitment to teamwork and expressing a positive attitude toward working effectively with a 'virtual' peer team.
? Organizational ability to independently manage own work environment and schedule. Initiative: Must be able to work independently to see what needs to be done and take action.
? Displays ability to prioritize and handle multiple tasks. Dedicated to working with a sense of urgency in relationship to all job responsibilities and willingness to use Safeco adopted best practices and tools to maximize work effectiveness.

Technical Qualifications
? Technical ability or experience to provide end-users support in a production PC/LAN environment. Job duty requires a personal commitment to working urgently and focused, producing quality results on a consistent basis.
? PC Knowledge: Windows 2000, Microsoft shrink wrap software support, and Safeco developed software applications. PC desktop and laptop hardware repair.
? Definity Enterprise Communication Server (G3Rv11)
? Intuity Audix Voicemail System
? CMS/CentreVu Supervisor
? ACD vectors, VDNs and hunt groups
? Interactive Voice Response system
? Computer Telephony Interface (CTI)
? Working knowledge of main and intermediate distributing frame rooms and associated equipment, Troubleshoot LAN and WAN equipment as necessary
? Identify DS1 facility or hardware errors - work with vendors to resolve
? Identify switch hardware/software errors - collaborate with vendors and peer IT support groups as necessary
? Provision POTS lines as necessary to accommodate new equipment installation
? Troubleshoot call processing irregularities - escalate as necessary
? Process invoices from vendors in accordance with established proceedures.
? A+ certification required.
? TIA's Convergence Technologies Professional (CTP) certification desirable.




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