Client Support Analyst II

by Creighton University on January 14, 2014

in University Jobs

Candidates must have a high degree of accountability, be able to accept highly visible responsibilities and take ownership of issues on behalf of the clients. Must be comfortable working in fast paced, high volume environments. Able to mentor and coach peers and coworkers with technical solutions and automated service desk processes. With limited supervision, provides technical solutions to business area management, staff, and students at the highest technical level for all aspects of PC/LAN support and configuration in a multi-server environment. Will provide technical services as a member of the Service Desk (Help Desk) or field support teams as workload and volume dictate. Monitoring, editing, and creating entries in a ticketing system, installation/configuration and support of client server systems, MSOffice software, LMS support, hardware installation, evaluation of problems on personal computers, coordination of resolution of network problems, training/communication of new processes to team members and management to ensure the effective resolution of future system problems. Provides technical support and guidelines to client and systems areas through documentation. All of this is operated in an Active Directory managed environment. Bachelor's degree or equivalent experience required 4-6 years' related experience Interpersonal/human relations skills Service Desk (Help Desk) experience Must possess expert level telephone etiquette and written communication skills Detailed working knowledge of computer hardware and software which includes Macintosh and Windows operating systems and Macintosh and Windows software and handheld devices including iOS/Android/Windows smartphones and tablets, and peripherals to include monitors, printers, and scanners Must be customer focused and self-motivated, friendly and has a passion to solve customer issues in an efficient effective and friendly manner Knowledge of web applications Strong customer service orientation Ability to instruct and coordinate methods and procedures Ability to install, remove, or repair basic microcomputer components Ability to maintain confidentiality of personnel and data

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