| Location | Indianapolis, IN |
Responsible for receiving all telephone or automated requests for IT assistance, ensuring that the request or problem is accurately recorded and fulfilled within established timeframes.
Primary duties may include but are not limited to:
Handles basic technical problems via the telephone and resolves first line customer issues.
Logs and manages calls while utilizing the correct procedures.
Handles specialized functions including fulfillment and special projects.
Make appropriate and timely referrals of any requests that cannot be immediately resolved.
Requires Associate's degree or recognized trade certification; 1-2 years of personal computers, computer networking, telecommunications or configuration management troubleshooting experience; or any combination of education and experience, which would provide an equivalent background.
2-3 years customer service experience preferred.
Understanding and use of SD tools preferred.
Basic to intermediate technical knowledge of personal computer hardware and software, networking; telecommunications, applications, and/or configuration management.
Excellent oral, written and interpersonal communications skills required.
Preferred Skills:
- support of Virtual Machines
- support of Dell Wyse devices
- support of Microsoft o365 products
- HDI certification preferred
- experience using ITSM modules in ServiceNow
Additional Details:
- basic troubleshooting skills, pw maintenance/reset
- Analyst with 1-3 years experience minimum
The candidates are expected to come into the office 1 day per week.
6 AM - 3:00 PM ET
8 AM - 5:00 PM ET
There are no OT, weekends, or on-call requirements for this role.