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Reference Number:
SSI011215
Job Description:
IT Level 1 Helpdesk SSI011215
12 Month Contract Position Springfield MA
Job Description:
? Interprets, evaluates and resolves, if possible, telephone inquiries pertaining to the functional
operation of all installed application, hardware and software products supported by IT.
? The IT Customer Service Analyst provides first point of contact for all technical support issues at
an enterprise level
? Is responsible for providing exceptional customer service and technical support by
troubleshooting, triage, and management of the incident lifecycle, for all supported business
groups and products
? Provides first?]level IT support by applying known solutions to problems or performing basic
research
? Escalate issues to next level support when the solution is unknown or cannot be found within
defined timeframes
? Resolves 70% or more of incidents at first point of contact
? Achieves performance goals and increases productivity
? Utilize internally produced knowledge articles, the internet or seeks advice from peers to help
resolve issues
Skills/Competencies/Minimum Requirements:
? 1?]3 years First level Technical support experience
? Strong knowledge of the following supported products and platforms: Windows 2000, XP, Vista
& 7 Operating Systems and Microsoft Office Suite 2003?]2010
? Proficient understanding of Mac OSX Operating System
? Proficient understanding of the following mobile devices and platforms: Blackberry/RIM,
Android, and iOS
? Possess strong written and oral communication skills
? Exhibits exceptional Customer Service skills
? Demonstrates strong problem solving and troubleshooting skills to allow efficient and effective
problem identification and apply appropriate solution
? Illustrates high attention to incident description, detail and impact
? Self?]motivated and goal?]oriented, capable of working in a fast paced and changing
environment
? Good analytical and communication skills, sound judgment, and the ability to work effectively
with all support
Experience Level:
Unspecified
Requirements:
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