Job Description

Position Summary

The purpose of the Tier 1 Technical Support Team Member is to assist customers who are experiencing difficulty with the use of IT applications, products, or services. Complex/high priority problems are elevated to Tier II Technical Support Team Members for resolution when needed, but the Tier 1 Technical Support Team Member is responsible for ensuring that an effective solution is provided to the user.

Accountabilities/Responsibilities

• Answers incoming calls in a busy help desk environment – up to 500 calls per month
• Works with remote sites on trouble issues – software/hardware
• Troubleshoots each call and provides a resolution
• Records required customer and problem information into the help desk ticketing system
• Follows up on open tickets, updates the ticket notes accordingly, and keeps in contact with the end user until the issue is resolved
• Closes tickets with the appropriate resolution notes after the issue is resolved
• If needed, escalates tickets to Tier II Technical Support Analysts to help work towards a resolution
• Supports and trains end users on Winsupply’s software programs
• Performs basic AR audits
• Performs daily morning and evening duties
• Performs additional duties as assigned
• _ Ability to work Monday – Friday 10am-7pm_

Competencies for Success

• Analytical and Critical Thinking
• Builds Customer Experience
• Communication
• Planning and Organizing

Qualifications

Minimum Qualifications

• Associate’s Degree in a IT related field preferred
• 1-3 years of technical support experience required
• Work experience in a call center/help desk environment preferred
• AS 400 knowledge preferred
• Working knowledge of Windows Operating Systems required
• Working knowledge of Microsoft Office applications preferred
• Good typing skills
• Good documentation skills
• Excellent problem-solving skills
• Strong interpersonal skills to effectively handle customers in a positive, service-oriented fashion
• Strong verbal and written communicator
• Must possess good phone etiquette
• Must be able to work well with others
• Must be able to learn and support new and fast-changing technologies
• Is detail oriented
• Must possess good work habits under pressure

Additional Information

Physical Demands

The physical demands here are representative of those that must be met to successfully perform the essential job functions with or without reasonable accommodations:

• Sitting for extended periods of time
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components.
• Ability to work a non-traditional schedule and be on-call for emergency situations
• May need to travel occasionally

We are committed to inclusion, diversity, and equal employment opportunity, regardless of race, color, ancestry, religion, sex, gender, national origin, sexual orientation, age, citizenship, marital status, disability, veteran status, or any other factor protected by applicable federal, state, or local laws.