Job Abstract

Triage issues and service requests via phone, email, using VNC, and in person. 2. Accurately record and document all details of the issue or service request, including categorization and priority into the IT service desk tool (Track-IT). 3. Provide "how to" assistance and documentation on all internally supported devices, applications and systems. 4. Escalate issues to appropriate subject-matter experts in accordance to service-level agreements, and follow up on incidents when appropriate. 5. Leverage internal and external resources (knowledge bases, manuals, and support sites, vendors) to answer questions and resolve issues. 6. Respond to end-user inquiries regarding the status of incident/service request tickets, and perform follow-ups. 7. Contribute to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides. 8. Build relationships with the Level 2 support technicians and subject-matter experts to ensure that IT-delivered services and end-user productivity goals are understood and met or exceeded. 9. Be an advocate for the end user to ensure he or she receives high-quality and timely service and support from the entire IT organization. 10. Develop and deliver new training programs/curriculum for all CIJIS staff. Conduct formal scheduled classes and informal on-the-job training sessions for management and key personnel. 11. Participate in Business Process Re-Engineering for all IT supported processes. 12. Analyze the benefits and costs of new programs and determine plans for action based on analysis.

Bachelor’s Degree in computer science or related field required. 5+ years experience which involved a combination of troubleshooting, installing, upgrading, or maintaining PCs, laptops, printers or associated peripherals in a Microsoft Windows operating system environment, utilizing Microsoft products including but not limited to MS Outlook, MS Exchange and virus protection software. A+, MCP, MSCE, MSCA, CISCO CCNA Certifications preferred. Extensive training on the Odyssey Case Management System required.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Alternative qualifications may be substituted if sufficient to perform the duties. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. The ideal candidate must be able to work in a high-pressure environment to help provide consistently high-quality service and support to end users.
2. Technical Support Specialist III is expected to cover specific service and support shifts and manage a large number of end-user requests.
3. Technical Support Specialist III must foster relationships with end users and other IT service and support subject-matter experts.
4. Previous call center or IT service desk experience is required.
5. At least two years’ experience in a customer service role.
6. Good written and verbal communication skills.
7. Ability to organize and prioritize duties.
8. Ability to adapt to frequently changing technology and priorities.
9. Ability to troubleshoot computing problems over the telephone, in person, or using remote tools.
10. Utilize knowledge and expertise to resolve problems in a timely manner.
11. Ability to accept responsibility for the effective planning, direction and control of an activity.
12. Excellent customer service skills and ability to work well in a team atmosphere.
13. Strong troubleshooting skills.
14. Adherence to IT policies and processes to ensure consistent quality of service.
15. Ability to learn new technology and applications.
16. Strong troubleshooting and problem-solving skills.
17. Time management skills to ensure satisfaction with IT services and the completion of projects on time.