Technology Support Specialist II

Summary:

• This technician works in a very small group of technicians staffing the ProAct bridge, a shared desk where oversight tasks for all high severity incidents is performed. The tickets managed by this team span the entire company during prime shift hours. These technicians are responsible for managing all high severity incident notifications and communications. They are required to support and monitor the technical teams that are directly working the incidents, identify and report any concerning or negative trends, and leverage tools and systems to correct incidents not receiving the attention or support they require to meet SLAs. Any Major Incident that requires elevated Incident Management tools would be initiated and supported by this team. They are expected to facilitate outages, run bridgelines and utilize process documentation to keep upstanding ticket handling in support of the business.

Top skills:

• Must be a reasonably quick/accurate typist
• MS Excel
• MS Word
• MS Outlook

Minimum required work experience:

• None

Job/class description:

• Actively resolve routine to moderately complex technical needs of customers by managing problems and suggesting solutions. Research, resolve and respond to requests received from customers. Ensure documentation and processes are current as business and technology changes evolve. May have an in-depth knowledge or experience in specific areas.
• Troubleshoot and restore technical service and equipment problems by analyzing symptoms using documented processes. Complete customer requests and provide guidance in resolution of application, hardware, and software problems. Determine business impact of requests and escalate to higher-level professionals when necessary.
• Maintain knowledge database and call tracking database to enhance quality of problem resolutions. Keep apprized of changes in technology and processes by ensuring knowledge and documentation is current and centralized.
• Proactively monitor various systems to catch problems before they become outages and to ensure the health and availability of systems, servers, network, etc.
• Analyze data to gain a better understanding of business impact. Conduct a gap analysis to respond to and align with customer business needs.
• Perform other job related administrative duties as needed.

Required knowledge, skills, and abilities:

• Help Desk
• Customer Service
• Help Desk Support
• Problem Solving
• Retail Sales
• Strong customer service skills.
• Good problem solving skills.
• Able to provide technical advice, guidance, and informal training to customers using hardware and software programs.
• Understands basic technical problems and solutions in relation to the business environment.
• Understands the industry's business systems and processes.
• Proficient computer skills; able to maneuver through commonly used applications and systems used in the industry.
• Highly organized to stay on top of all outages they are managing, advanced written and verbal communication skills, capable leadership in a meeting facilitator role when bridgelines are needed, adaptable to changing priorities, focused on teamwork balanced with meeting the business needs.
• Preferred: ServiceNow, MS PowerPoint, MS SharePoint, MS PowerApps

Work environment:

• This is a very small team of 3 technicians who work a staggered 8-hour shift, covering the 6:30am-6:30pm prime shift on a shared desk.
• There is no night/weekend/overtime work expected, but may be available if requested.
• In a company where 13,000+ employees and customers call the Service Desk first level technicians, these CIM technicians only provide oversight for the most severe outages.
• These technicians find themselves facilitating bridgelines, speaking to management at all levels, performing escalations, etc. to ensure support and resources are available to match SLAs and business needs.

Required education/equivalencies:

• Bachelor’s degree in Computer Science, Information Technology, or other job-related degree;
• OR, Associate’s degree in CS, IT, or other job-related degree plus 2 years of work-related experience;
• OR 2 years of job related work experience plus 2 years of technical help desk experience or other job related experience