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Dycom Industries, Inc · 2 hours ago

Assoc Specialist Remote Support IT

United States

Full-time

Remote

New Grad, Entry Level

Dycom Industries, Inc is dedicated to connecting careers and providing support services. The Associate Specialist in Remote Support IT will be responsible for troubleshooting and repairing technical products while delivering quality support to internal and external clients.

EnergyProject ManagementTelecommunications

No H1B

Responsibilities

Support the company’s internal and external clients on a vast array of technical products and/or services

Provide friendly, courteous, and quality support to all users

Respond to incoming calls, voicemails, web-submissions, emails, and chats requests for assistance from users experiencing problems

Provide support for Windows OS

Troubleshoot and resolve basic technical issues related to software, hardware or network connectivity

Research questions, technical issues, error messages, etc using available information resources

Maintain accurate and detailed records of customer interactions and issue resolution in ticketing systems

Follow all IT Support and Dycom related procedures

Qualification

Windows OSTechnical troubleshootingITSM toolsRemote support toolsAnalytical skillsCustomer empathyMultitaskingEffective communication

Required

To be 18 years of age or older

Authorization to work in the United States for this company

Ability to take ownership, accountability, and provide subject matter expertise in process area

Must be an effective communicator with the ability to influence change and the ability to tailor communications to specific audiences

The ability to empathize with customers and convey confidence

Demonstrate the ability to assess functional and technical gaps in process design

Ability to lead team discussions, solicit input and facilitate decisions in professional manner

Strong analytical and problem-solving skills and develop solutions to problems independently and through team discussions

Must be willing to adapt to changing work environment

Working knowledge of relevant software, hardware and other equipment, including but not limited to: Desktop OS (e.g. Microsoft Windows), Productivity software (e.g. Microsoft Office), Password resets, account activation/deactivation, Understanding of SMTP, HTTP, Able to use Remote Sessions (e.g. LogMeIn Rescue, VNC, etc.), Web-based productivity software (e.g. Google Apps for business), Knowledge of relevant call tracking applications, Knowledge of ITSM tools, (e.g. ServiceNow, Remedy, etc.)

Ability to handle a large call volume

Demonstrate the ability to multitask, organize effectively and are willing to adapt to changing work environments

Have strong analytical and problem-solving skills