Customer Support Specialist - IT

Customer Support Specialist - IT

This position will be 100% onsite at the Crane Clean Energy Center in Middletown, Pennsylvania. Provides day-to-day operational support of the service desk, workplace technologies and devices in accordance with service level agreements and business priorities. Effectively manages client engagements and service requests for both on-site and remote customers. Performs activities related to device lifecycle management such as procurement, provisioning, IMACs (install, move, add and changes), refresh and disposal as well as inventory management.

Also, provides technical support for Executive/VIP clients, high profile meetings/events, video conference equipment and BU specific IT requests such as projects, restoration services, storm duty and emergency response as needed.

PRIMARY DUTIES AND ACCOUNTABILITIES

• Client Relationship Management – help establish and maintain IT Client relationships which includes:
• Provides front-line primary technical request support to end users on various technical issues and problems relating to hardware, software and peripherals.
• Responds to, documents and resolves service tickets in a timely manner in accordance with IT Service Level Agreements.
• Utilize problem-solving skills to analyze, consult, diagnose and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT staff members.
• Provides support for desktop computer systems, including repair, installation, and testing of systems, peripherals, and software.
• Provides support for multiple platforms including desktops, laptops, mobile devices, video conferencing equipment, printers, scanners, and plotters.
• Performs remote troubleshooting and guide clients in basic installations
• Acts a technical liaison between the business, vendors and IT for technical solution and product evaluations.
• Project Support – coordinate and or execute projects involving IT resources and client engagement
• Works with project teams to ensure the timely and successful delivery of IT projects related to end user devices or support of hardware related to client engagement.
• Executive Support – perform break fix, end user device service requests for VIP clients
• Business continuity and emergency response – Ensures business continuity during all emergency responses.
• Engages in all emergency response situations such as storm support or network outages. Maintain open line of communication with leadership, the ITOC and point of engagement.
• Change Management (CM) - Support CM activities related to new or enhanced Services provided by IT
• Knowledge Management – Create and modify knowledge articles to improve customer experience
• Assist in creation of documentation for products and services. Use best practices to improve products and services provided to business unit partners, and monitor adherence within Team/Group to standards as defined within the Management Model.
• Vendor Coordination – Work with vendor partners included but not to limited escalations, escorts, etc..

MINIMUM QUALIFICATIONS FOR ASSOC CUSTOMER SUPPORT SPECIALIST - IT

• Experience in related experience in desktop support.
• Experience with Computer Support, Customer Service, Help Desk, Ticketing System
• Demonstrated ability to understand and communicate customer issues
• Ability to work independently and collaboratively to support individual, shared and organizational issues, goals and targets
• Strong communication skills (verbal and written)

MINIMUM QUALIFICATIONS FOR CUSTOMER SUPPORT SPECIALIST - IT

• Associates degree and typically 2 to 4 years related experience in IT Customer Support or 2 - 5 years relevant work experience
• Appropriate technical skills Active Directory, Windows OS, Mac OS, Office 365, Mobile Devices, Business Applications such as Service Now, Asset Suite, etc.
• Strong problem-solving skills
• Excellent communications skills (written and verbal)

PREFERRED QUALIFICATIONS

• Bachelor's degree in Computer Science
• Service Now experience
• Ability to provide on-call support after normal business hours
• A+ and Network+
• Customer Service Experience
• Knowledge of business practices and processes in ITIL, Agile, etc.