Seasonal Help Desk Technician/Technical Support Representative in Galion, OH at Lifetouch Church Directories and Portraits Inc.

Date Posted: 2/12/2018

Job Snapshot

  • Employee Type:
    Seasonal/Temp
  • Location:
    Galion, OH
  • Job Type:
    Production
  • Experience:
    Not Specified
  • Date Posted:
    2/12/2018
  • Job ID:
    3065

Job Description

As a member of the Help Desk team, the Technical Support Representative, fields inquiries from end users to answer questions and resolve technical issues.  Acting with a sense of urgency, they provide excellent customer service to ensure expected services levels are achieved or exceeded.

Primary Duties and Responsibilities

  • Provides technical (e.g., computer, camera lighting, proprietary software, hosted solutions, telecommunications) support to employees, logging issues accurately and escalating as necessary.
  • Uses call tracking software efficiently and accurately to document calls.
  • Provides professional customer service by answering calls promptly, speaking clearly, checking for understanding, offering solutions or additional assistance, and working efficiently.
  • Demonstrates clear and timely communication to the end users and within the team.
  • Analyses issues to determine root cause and implements fixes to minimize operational interruption.
  • Performs equipment repair or maintenance work.
  • Takes initiative to resolve internal customer experience issues, in a customer-focused manner.
  • Safe-guards all customer, employee and company proprietary and personal information ensuring customer and employee data is kept confidential at all times.

Additional Duties and Responsibilities

  • Creates and maintains documentation for user support, troubleshooting and reference.
  • Performs other projects or miscellaneous duties as requested or assigned.

Education

  • High School Diploma or GED. Post-secondary education, preferred.
  • IT function specialty certification (e.g., A+, Network+), preferred.

Experience

  • 1 to 2years in technical support function or related experience.

Other (knowledge, skills, and abilities)

  • Ability to work a varied schedule including days, nights, holidays and weekends, as needed, as well as a rotating on-call schedule.
  • Strong interpersonal and collaboration skills.
  • Strong computer skills (e.g., navigation, data entry), including Microsoft Outlook.
  • Strong communication skills (written, verbal and listening).
  • Good project management skills.
  • Detail oriented in the execution and follow-up of work.
  • Critical thinking and problem solving skills.
  • Ability to balance and execute against multiple projects/priorities simultaneously.
  • Takes initiatives.