Support Desk Professional

Position Summary:

To provide first-line technical support to BlueWare’s internal and external customers via telephone, remote log-in, or on-site resolution for all incidents that occur with our software product and hardware such as IBM iSeries servers, desktop clients, and scanning software and hardware. The Technical support and help desk professional must provide excellent stewardship of the customer’s concerns and BlueWare’s resources. An expectation is that, through critical analysis of technical, sales, and professional relationship incidents that are logged through the customer support system, the customer support professional will provide the level of service mandated by established BlueWare policy that exceeds external customer expectations. Support professionals must maintain excellent communications with internal and external sponsors.

Responsibilities and Requirements

Responsibilities include but are not limited to:

• Gathering the customer’s information and determining the issue
• Analyzing the symptoms and figuring out the underlying problem
• Escalating support inquiries to a higher tier as necessary
• Using knowledge management tools and databases for problems originating in client-server environments
• Verifying physical layer issues, resolving username and password problems • Providing procedural advice uninstalling/reinstalling desktop software applications
• Verification of proper hardware and software and assistance with navigating around application menus
• Establishing and maintaining verbal and electronic communications/correspondence with customers (internal and external)
• Creating follow up schedule that preserves integrity and efficiency as well as promotes customer confidence in BlueWare
• Learning and using BlueWare help desk software


Requirements:

• Associates degree in IT or related field
• Minimum one year experience in customer service
• One to two years experience (may be provided through attainment of degree) in analyzing and troubleshooting problems
• One to two years experience with Microsoft Office suite, Lotus Notes, and the ability to create, implement, and use spreadsheets for reporting purposes.

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