Representative I / II - IT Support in Twinsburg, OH at Windstream

Date Posted: 11/11/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    1925 Enterprise Parkway
    Twinsburg, OH
  • Job Type:
  • Experience:
    Up to 3 year(s)
  • Date Posted:
    11/11/2019

Job Description

Job ID:19003627

Purpose:

The Support Desk Representative I/II delivers quality support and assistance to internal users while working to achieve departmental Service Levels.  As a member of the IT Support Desk, the Representative responds to incoming requests via supported channels (phone, portal, chat) and documents all work in designated ticketing system. Work is technical in nature and may require various troubleshooting techniques but also demands a strong customer service orientation to communicate effectively with both technical and non-technical users.

80% of the scheduled work time will be interfacing with users via phone, email or chat to respond to and address inbound contacts.

Essential Functions:

•         Provide first level response and support services for incoming contacts to a high-volume IT Services team.

•         Resolve technical problems and answer questions received via Inbound channels (telephone, ticket portal or Chat).

•         Perform hardware diagnostics and coordinate repairs as needed.

•         Research and troubleshoot end-user issues and provide documented solutions to those issues.

•         Create, update, and resolve all issues within the trouble ticket tracking system(s).

•         Ensure a timely resolution and/or escalate non-resolvable issues to other teams as appropriate.

•         Alert senior team members and/or management to recurring issues and problem patterns. Work with other internal teams to keep them informed of on-going issues.

•         Perform miscellaneous technical and administrative tasks in support of the LAN or PC environment.

Skill/Requirement and Experience:


•         Excellent working knowledge of PC software and hardware.

•         Experience on a multi-tiered Service Desk with a track record of increased knowledge and skills in a technical support role. Relevant experience in these areas: network connectivity issues, VPN, Citrix, software applications, desktop peripherals, network account management, and hardware related issues.

•         Demonstrated track record of superb customer service skills and conflict resolution skills.

•         Experience working in a ticketing system such as Remedy, Cherwell, Heat, ServiceNow and other industrial support systems.

•         Associates or bachelor’s degree preferred; college hours focused in an IT curriculum or relevant work experience may be substituted

•         Two to three years’ experience directly related to the position required

Job Requirements

Minimum Requirements:  High School diploma or equivalent and 4 years experience with 3 years directly related to the job. College hours or a college degree may be substituted for some experience as deemed appropriate.

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EEO Statement: Employment at Windstream is subject to post offer, pre-employment drug testing. Equal Opportunity Employer including minority/female/disability/veteran; Without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. Windstream is a drug-free workplace.