Matanuska-Susitna Borough ยท 10 hours ago
Technical Support Agent
Palmer, AK
Full-time
Onsite
New Grad, Entry Level
0+ years expMatanuska-Susitna Borough is seeking a Technical Support Agent to serve as the initial point of contact for member issues and inquiries. The role involves providing advanced support for network troubleshooting, managing outages, and coordinating with multiple departments to ensure customer satisfaction.
GovernmentNon ProfitPublic Safety
Responsibilities
Provide professional, courteous, prompt, and accurate support to customers. Document, communicate, analyze, and troubleshoot reported problems. Determine proper solutions and guide customers through corrective actions. Respond to user questions and inquiries via telephone, email, web, or other communication methods. Monitor, follow up and communicate information to customers as appropriate
Provides coaching, training, guidance and mentoring for the new hire agents to develop skills and effectively support our customers
Support and review any Wi-Fi issues in customer premises and utilize tools to mitigate any service issues with MTA
Provide managed support, troubleshooting and service configurations for MTA equipment and external customer owned and maintained devices
Simultaneously use a wide range of MTA's application tools and procedures which are used to analyze and resolve customer and network problems, including remote desktop support
Enter, assign, and monitor issues in the on-line Trouble Ticket System while maintaining customer account integrity
Maintain a high level of familiarity with constantly evolving MTA's products and services to allow for analysis, troubleshooting and sales processes
Support all Field Support Technicians
Refer unresolved service issues to the Business/Field Dispatch Triage team
Provide input for updating the Support Center information and knowledge database
Identify email issues, resolve suspensions, and coordinate efforts with contracted email company (NeoNova Systems). After trouble resolution, review, research, and make recommendations to supervisor for customer credit requests
Monitors trends of incoming calls and quickly recognizes, analyzes, and reports any geographical or service specific outages. Provides status updates to appropriate work groups in a timely manner
Provide a professional demeanor at all company events
Perform other duties as assigned
Qualification
Required
High School Diploma or GED required
Must be 18 years or older
Minimum six months of Internet and PC experience with advanced knowledge and understanding of networking and personal computing devices
Ability to type 45 words per minute highly desirable
Preferred
IT Degree preferred
MTA Helpdesk, ITF, A+, Net+, MCP, MCSE or CCNA Certification preferred
Six months experience in Support Center environment preferred
Past System Administration experience strongly desired
Company
Matanuska-Susitna Borough
Mat-Su Borough offers public services, tax management, and eCommerce for Parks & Rec fees and permits.
501-1000 employees
H1B Sponsorship
Matanuska-Susitna Borough has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2021 (1)
Funding
Current Stage
Late StageRecent News
Company data provided by crunchbase