n:Provides technical assistance to both internal and external customers for tier one issues. This position requires handling a high volume of calls in a call center environment focused on customer servic
e.Internal customer support involves troubleshooting hardware, software, and connectivity issues. The Analyst will be responsible for escalation to the appropriate second tier support, opening tickets with various vendors, and escalation to Senior level managemen
t.External customer support ranges from general website support, assistance with password resets, online account management and the provisioning of mobile driver's licenses. The Analyst will be expected to provide a high level of customer service while handling a large volume of calls and difficult situations all the way to completion of the ticke
t. Job Responsibilit
iesOversee the daily performance of computer systems and applicatio
ns.Answer user inquiries regarding computer software or hardware operation to resolve proble
ms.Monitor ticket queues, assign tickets to appropriate internal and external support staff, escalate tickets until resolv
ed.Confer with users or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and suppo
rt. Qualificati
ons:Six months of experience handling customers, questions, complaints, and/or providing information in a call center environm
ent.2+ years’ experience performing as Helpdesk Technician with hands on knowledge in resolving issues with Outlook, MS Office, Win 7 and
10.Vocational/Technical degree in computer applications, computer technology or a closely related area from an accredited col