Technical Support - Phone Support, ServiceNow Ticketing, Technical Support

Company: Software Management Consultants, Inc.
Location: Santa Ana
Posted on: March 27, 2020

Job Description:

Job Description Seeking a Help Desk Analyst for the following role - Duties This position is the critical first line of support for our customers - primarily internal customers. You will be providing timely support for PCLaptop, hardware, peripherals, mobile devices and softwareapplications (including some of which are proprietary hosted on-prem andor cloud-based), by responding to and diagnosing problems via phone, self-service and chat. It may be necessary to escalate to network services, information security, desktop architecture or other next level teams. We are a Knowledge-Center-Service organization. Your track record in KCS UFFA, initial problem recognition, and quick determination of appropriate resolution or escalation while ensuring an excellent customer service experience supports your success on our team. Your accountabilities will include Support customer inbound requests through phone, self-service and other channels as developed by our Service Desk. Provide accurate and creative solutions to customer problems to ensure quick restoration of customer productivity. If the issue cannot be resolved within a certain timeframe, proper escalation is crucial. Acquire and maintain current knowledge of relevant environments (software and hardware) and support policies in order to provide accurate solutions to customers. Assist in the developing and maintaining of a problem resolution knowledgebase. Available to do after hours support weeknights and weekends. Assist in maintaining Help Desk e-mail, by reading, openingdocumenting information into tracking tickets and escalating to proper person or department. Provide user administration and application support for supported applications Escalate User rights issues and employee setup issues to application Administrators Document all calls in ticketing program. Must be flexible with work hours depending on volume. Available to do occasional after hours support weeknights and weekends, as needed. Deskwork Answering Trouble Tickets via Web or Phone 100 Skills Two year technical degree or equivalent work related experience required 2-4 years previous experience working in a help desk or service desk environment Excellent customer service skills Good communication, problem solving skills and telephone etiquette Ability to use Service Desk standards and follow guidelines, as well as help others interpret policy MAGIC training or previous customer service training desired. Desktop experience MS Office 2016 Professional Products, Windows 7, Windows 8, Windows 10 Internet Explorer 9, 10, 11, and other browser experience Familiar with Cisco VPN, ServiceNow, Cisco VoIP and Soft Phone a plus Hardware support, HPKodakCanon Printer, Scanners, and Rightfax Mobile device support - iOS, Android Minimum typing 40WPM A+ certification preferred Microsoft, HDI, KCS andor ITIL certifications a plus Education Minimum of 2 year Technical Degree or equivalent work experience Required Skills PHONE SUPPORT SERVICENOW TICKETING. Don't hesitate! Submit your resume today. SMCI is an EEO employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, national origin, disability, age, genetic information, marital status, military, and veteran status. Members of minority groups, Vietnam Era Veterans and individuals with mental or physical disabilities are encouraged to contact us regarding employment opportunities. In addition, in order to support the provision of business to minority-owned and Women-owned businesses (MWBE), such MWBE are encouraged to contact us regarding subcontracting business opportunities with our firm. (No third parties, please) (H1 sponsorship currently unavailable) (Local candidates only, please)

Keywords: Software Management Consultants, Inc., Santa Ana , Technical Support - Phone Support, ServiceNow Ticketing, Technical Support, IT / Software / Systems , Santa Ana, California