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    IT Customer Service Analyst - Verona, United States - Oneida Innovations Group

    Oneida Innovations Group
    Oneida Innovations Group Verona, United States

    3 weeks ago

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    Description

    Job Description

    Job Description

    Duties & Responsibilities:

    • Conducts first line of support for all calls coming into the Call Center.
    • Escalates calls to appropriate support staff in a timely and proficient manner to comply with Service Level Agreements.
    • Effectively communicates with the person calling concerning the status of the call and the time a technician is expected.
    • For each call that is routed through the Help Desk, creates a ticket at the time of the call.
    • Makes follow up calls as required ensuring customer satisfaction.
    • Contacts users regarding the best time to schedule required tasks.
    • Ensures policies and procedures are followed relative to the Call Center, computer deployment, and decommissioning.
    • Ensures procedures are documented by creating any and all necessary documentation for policies and procedures.
    • Ensures and provides quality feedback to all departments on areas of concern within the organization.
    • Provides support as required or assigned for any Government Contract operations.

    Minimum Qualifications:

    • A degree in Computer Science, or other related technical field, and/or equivalent experience of at least two years working in an IT environment.
    • Communicates effectively with users to provide first level support over the phone.
    • Must possess knowledge of Microsoft Office, Microsoft Windows 2000, and XP, and basic networking concepts (TCP/IP, DNS, cabling, wireless, etc.). Must be comfortable supporting administrator-level functionality across operating systems.
    • Knowledge and experience with corporate infrastructure packages such as Outlook, Citrix MetaFrame, Windows Terminal Services, Active Directory, NDS, and Virus Scanning (local and server-based).
    • Must possess knowledge of end-user device hardware support including PCs (CPU, Motherboard, BIOS, NIC, video, sound, PSU, HDD, CD-RW, DVD, FDD), monitor, keyboard, mouse, drivers, firmware, printers, and laptops.
    • Available to provide support as needed, including evenings, nights, weekends, holidays and be able to work on a task, assignment, or bulk of work to completion regardless of shift or duration.
    • Must be flexible and willing to work any shift - position is a 24X7 coverage support position.
    • Demonstrated experience working with gaming and/or hospitality systems preferred.
    • Must possess valid driver's license.
    • Must possess or be willing and able to obtain a US DOD Secret Clearance.

    Desired Qualifications:

    • At least six years of work experience.
    • Extensive experience with PDAs, tablets, thin clients, and retail point-of-sale devices.
    • Extensive experience with hardware and software testing in a corporate environment. Testing to include compatibility with legacy systems, functionality, usability, and installation/upgrade.
    • HP, MCSE, MCP, or Call Center Certification.

    Here at Turning Stone Enterprises we conduct a pre-employment Drug Test as well as Background check.

    Job Posted by ApplicantPro
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