Technical Support Mid-Level

Job Title: Technical Support / Desktop Support
Duration (Contract): 12 Months
Client Location: Austin TX

Location Preference: Onsite

Job Description:

Responsibilities:

• Diagnose and troubleshoot end user desktop application issues and provide appropriate solution
• Ensure customer satisfaction through timely resolution of problems or escalation to a 2nd level team
• Provide incident status updates to management and end-users per service level guidelines
• Support and maintain effective relationships with users
• Provide support for end user computing devices (PCs laptops printers cell phones and tablets)
• Support end users in their use of applications such as Microsoft Office CRM VPN Citrix and MDM (mobile device management)
• Perform account management and maintenance for various applications and systems (e.g. create or modify user accounts and permissions perform password resets).
• Communicate with customers at all levels of technical and non-technical skills sets
• Follow all standard operating procedures (SOP) through the effective use of Knowledge management.

Required Skills Experiences Education and Competencies:

• Excellent customer service skills
• Empathizing with the customer
• Understanding and Practicing Emotional Intelligence (EQ)
• Great oral and written communication skills
• Having a friendly presence and helpful attitude; strong interpersonal skills and ability to work well with others
• Demonstrating professional etiquette in the use of phones and chat
• Communicating complex technical issues in an easy-to-understand manner to customers with minimal technical knowledge
• Meeting or exceeding defined objectives and metrics (e.g.: talk time wrap time first contact resolution chats per hour quality assurance evaluations)
• Multi-tasking and using organizational tools effectively in a constantly changing environment
• Executing the defined Service Desk processes with a strong attention to detail
• Receiving constructive feedback and demonstrating improvement
• Being disciplined in adhering to schedules (sign-on sign-off break times etc.)
• Asking direct relevant and probing questions
• Providing concise information and settings expectations

Required Experience:

• 3 - 5 years of experience working in a service desk or customer service environment
• 3 - 5 years of technical support experience
• 3 - 5 years of phone and/or chat support experience
• Experience using ITSM platforms (SmartIT / Remedy ServiceNow Cherwell) and remote support tools (SCCM Software Center Client Center Configuration Manager ADUC)
• Working knowledge of PC technical support systems administration networking Windows macOS iOS and iPadOS
• Bachelors or associate degree in information technology or a related field is a plus
• CompTIA ITIL KCS CSI and Microsoft certifications are a plus

The hourly range for roles of this nature are $18.00 to $25.00/hr. Rates are heavily dependent on skills experience location and industry.

cyberThink is an Equal Opportunity Employer.