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Posted: Saturday, September 2, 2017 8:07 PM

Associate Technology Specialists respond to and diagnose problems through discussion with users including problem recognition, research, isolation and resolution steps. Responsible for safeguarding confidential information and documenting issues and resolutions. Typically resolves basic problems while referring more complex problems to more senior Technology Specialists or Tier 2 and 3 support. Assist customers via phone, instant messaging and ticket support Under supervision, respond and diagnose basic issues and requests for desktop, server, mainframe, remote connectivity, and telephony applications/hardware Analyze, document, and resolve issues and requests Refer more complex issues and requests to more senior Technology Specialists Document and route level 2 and 3 issues/requests to appropriate teams. Assist level 2 and level 3 teams with identifying issues or implementing fixes to restore service Utilizes scripts and available tools when assisting customers Provide input to and modifies department documentation Responsible for safeguarding sensitive data and security credentials, including passwords, that they are exposed to while performing technical support Assist with project, initiatives and implementations as assigned Requirements:Must have: Technical Help Desk or IT Call Center experience. Minimum Requirements:1 or more years of Customer Service experience supporting internal or external customers High school diploma or equivalent Working experience of Microsoft Office Applications (Word, Excel, Outlook, etc.) Ability to manage tasks independently and take ownership of responsibilities Ability to learn from mistakes and apply constructive feedback to improve performance Ability to communicate technical information clearly and articulately Ability to adapt to a rapidly changing environment Experience with remote computing and talking customers with limited computing skills through logging in and working remotely without being able to see their screen. Preferred:Bachelor's degree in an IT related field or equivalent work experience - provided by DiceTechnical Support, Help Desk,


• Location: Jacksonville

• Post ID: 18441362 jacksonville is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2017