IT Specialist/Customer Support

Epiphany Consultancy
Towson, MD
Jun 13, 2018
Jun 15, 2018
Full Time
Our Company has a worldwide presence, with offices in Dallas, New York, Toronto, London and Gurgaon. We are a global team of numerous nationalities, religions, backgrounds and experiences. We honor our diversity by offering cultural training spotlighting our various geographies. Yet for all our differences, we are committed to a common set of values and an organizational culture that respects our differences. Duties & Key Accountabilities: -Troubleshoot and decipher problems by asking probing questions and utilizing available tools; research, resolve and respond to various user requests and inquiries; provide researched fact-based data and information. -Provide detailed description of problems and resolutions in the ticketing system; maintain a predefined call closure rate on incidents entered into the ticketing system. -Assist office/warehouse personnel, home PC users and stores with PC hardware and software, modems, phones, printers, copy machines, fax machines and various other equipment. -Create, update, and manage end user accounts. -Log all trouble calls and requests, forward unresolved issues to the appropriate IT departments. -Follow up on all calls to endure timely resolution and customer satisfaction. -Handle various other customer support related duties as they arise. -Other duties as assigned. Required Skills & Qualifications: -One (1) to Two (2) years' experience in help desk support required. -A High School Diploma (or GED) is required. -Associates Degree or accredited technical school training in related field highly desired but not required. -PC skills with emphasis on Windows operating systems and Microsoft Office software, including PC troubleshooting skills (both hardware and software). -An understanding of servers, virtual drives, and directory structures. -Prior experience with troubleshooting tickets and ACD, a plus. -Works with minimum supervision or independently, proactively follows up on outstanding issues/tickets, is customer service oriented. -Ability to ask appropriate and meaningful questions to gain a clear understanding of technical issues and use this information to determine the most appropriate urgency and course of action. -Handles multiple projects with changing priorities and is able to handle frequent interruptions positively. -Strong verbal and written communication skills. -Excellent phone skills. -Ability to work under pressure. -Ability to work in a fast-paced and deadline-oriented environment. -Demonstrated collaborative skills and ability to work well within a team. -Strong analytical, prioritizing, interpersonal, problem-solving skills. -Self-motivated with critical attention to detail, deadlines and reporting.-An interest in technology and desire to learn -MUST be flexible as to the hours and days worked and able to work overtime when necessary Our professional backgrounds are also varied. Our consulting teams combine training and experience derived from many perspectives, including management consulting with other strategy firms, high-level functional backgrounds in a variety of industries, roles in the service provider community and MBA graduates with relevant work experience. The members of the research practice also come from varied backgrounds with some joining us shortly after graduating college and others with established research careers. Job Posted by ApplicantPro