The Technology Advisor will provide IT support for computer, telephone and business systems to team members. This role also includes participation in nationwide initiatives designed to leverage technology to improve team member productivity and user experience.
FUNCTIONS:
▪ Respond to inquiries and requests for support from team members via the organization’s service desk system.
▪ Identify, troubleshoot, and resolve hardware and software user issues.
▪ Document all pertinent end user identification information, including name, department/property, contact information, and nature of problem or issue.
▪ Build rapport and elicit problem details from help desk customers.
▪ Provide technical software, hardware, and network problem resolution to national users by performing question/problem diagnosis and guiding users through step-by-step solutions in both a call center environment and end user physical locations.
▪ Apply diagnostic utilities to aid in troubleshooting.
▪ Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
▪ Identify and pass more complex end-user problems on to level two or level three support.
▪ Assist with developing documentation and knowledge base articles for end users.
▪ Assist other IT resources as needed.
▪ Perform related duties consistent with the scope and intent of the position.
REQUIREMENTS:
▪ Bachelor´s studies in Computer or Information Science or equivalent experience.
▪ 2+ years of related experience.
▪ Demonstrated knowledge of basic computer hardware.
▪ Advanced proficiency with desktop operating systems including Windows 10, Microsoft Server 2012/2016, Microsoft Active Directory, Microsoft Office 365, Citrix XenApp, Adobe Acrobat and front-end experience supporting VOIP telephone systems and mobile device operating systems, including Android and IOS.
▪ Experience providing IT support in a call center environment.:
▪ Demonstrate strong analytical capabilities with a high attention to detail.
▪ Ability to handle multiple projects, changing priorities and time-sensitive, workload(s).
▪ Advanced english language level
