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    3rd Shift Help Desk Data Control Technician - Monroe, United States - Colony Brands, Inc.

    Colony Brands, Inc.
    Colony Brands, Inc. Monroe, United States

    6 days ago

    Default job background
    Technology / Internet
    Description

    Hours:
    Sunday-Thursday or Monday-Friday - 11pm-7am


    What You'll Do:
    The Data Control Technician requires the ability to thrive in a fast-paced environment, work independently, assess incoming incidents/requests, and apply the correct level of urgency to achieve a mutually accepted solution all while providing exemplary customer service support of SC Data Center's technology vision

    This position will require working closely with IT and Business support resources to gather additional information needed for escalated tickets.


    You'll also be responsible for:

    • Utilize Over-the-phone, Screen Sharing or Remote Control, Live Chat, and/or Email technologies to gather detailed information regarding the issue being reported to the help desk
    • Working knowledge of Automic for batch processing running on various operating systems
    This includes modifying workflows, schedules and troubleshooting and releasing jobs into production.


    • Understanding of OpenFrame operating system.
    • Inputs detailed data gathered regarding the issue into the IT Service Desk tool documenting resolution or escalation of the issue reported prior to taking the next call or contact for consistent tracking and measurement.
    • Utilizes current Knowledge Base materials or common solutions from past tickets to trouble-shoot current issues/requests.
    • Utilizes experience or advanced troubleshooting skills to research and implement solutions for the issues assigned
    • Research and Document Efforts
    • Analyze and process incoming requests for staff onboarding and offboarding in a timely manner
    • Solicit regular survey feedback via the Service Desk tool for tickets resolved to be able to provide leadership with customer satisfaction statistics
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