Generis Tek Inc · 3 months ago
DTS Support Analyst I
PA
Full-time
Onsite
Entry Level
$20/hr - $25/hr
1+ years expGeneris Tek Inc is a boutique IT/professional staffing company based in Chicago land. They are seeking a Support Analyst I who will provide Tier 1 service level support for hardware and application software issues, ensuring customer satisfaction and proper issue escalation.
Information Technology & Services
Responsibilities
Provides laser-like focus on customer service and satisfaction with some knowledge and experience of incident management, problem management and change management processes, practices and procedures
Serves as the first point of contact for the DTS Department and acts as a liaison between the client community and the rest of the DTS Department
Adheres to Service Desk standards, processes and systems required to deliver consistent high quality customer service
Diagnoses and resolves problems which may involve hardware, packaged software, proprietary software and peripheral equipment over the phone, via remote control tools or on-site
Maintains strong technical skills to provide prompt support for customers to determine problems and provide resolutions
Manages Level 1 queues and recommends new queues to insure proper categorization and assignment of issues. Coordinates queues for site/service, working with various stakeholder groups
Provides recommendations on how to improve the quality of service as well as reducing repeat incidents
Qualification
Required
Demonstrates basic knowledge of Tier 1 service level support as relates to addressing Hardware (PC or End-User Devices & peripheral equipment), and application software, and operating system issues
Exhibits sound customer service skills by effectively handling customer problems and ensuring proper escalation procedures are followed to problem closure
Demonstrates sufficient knowledge of call log tracking to record accurately all needed information
Tracks all customer service items to completion
Evaluates customer service issue to determine level of service needed
Resolves all Tier 1 issues
Escalates Tier 2 issues to appropriate resource
Maintains and increases knowledge of CHOP IS application, hardware, mobile devices and multiple operating system platforms
Works under direct supervision to accomplish daily assignments in support of team initiatives
Provides laser-like focus on customer service and satisfaction with some knowledge and experience of incident management, problem management and change management processes, practices and procedures
Serves as the first point of contact for the DTS Department and acts as a liaison between the client community and the rest of the DTS Department
Adheres to Service Desk standards, processes and systems required to deliver consistent high quality customer service
Diagnoses and resolves problems which may involve hardware, packaged software, proprietary software and peripheral equipment over the phone, via remote control tools or on-site
Maintains strong technical skills to provide prompt support for customers to determine problems and provide resolutions
Manages Level 1 queues and recommends new queues to insure proper categorization and assignment of issues. Coordinates queues for site/service, working with various stakeholder groups
Provides recommendations on how to improve the quality of service as well as reducing repeat incidents
Able to perform effectively in a team environment as well as with little direct supervision
Customer service oriented team player with first-rate communication, documentation, organizational, problem solving, written and verbal skills
Ability to understand, analyze and resolve problems, while on the phone or on-site with user
Must have working knowledge of many various pieces of equipment and software including printers, terminals, PCs, networking and telecommunication hardware, etc. Knowledge and understanding of issues inherent to Microsoft software including, but not limited to security, deployment, imaging, auditing, licensing and compliance; deployment and upgrading; features and functionality
Organized with the ability to follow established processes and provide recommendations for improvements
Ability to analyze and solve problems by investigating and implementing predefined potential solutions using troubleshooting skills
Working knowledge of the TCP/IP protocol suite
Required Education: -High school degree
Preferred
Some college. OR -Technical school diploma or equivalent
A+ Certification - CompTIA - - Preferred
Network+ Certification - CompTIA - - Preferred
Security+ Certification - CompTIA - - Preferred
At least one (1) year Experience providing EUD support, Service Desk support or equivalent experience/knowledge
Benefits
Limited benefits
Company
Generis Tek Inc
Generís Tek is an elite IT staffing firm headquartered in Chicago, IL offering long-term, short-term, temporary-to-permanent and direct placement staffing.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase