This site uses cookies. To find out more, see our Cookies Policy

PC Support Specialist - A+ Certification (2nd Shift - 2pm-11pm) in Columbus, OH at Vaco

Date Posted: 10/22/2018

Job Snapshot

Job Description

POSITION SUMMARY:

The Contact Center Support Specialist is responsible for providing personal computing technical support for both the Columbus Contact Center personnel and @Home Agents so that they can successfully and effectively perform their job functions. They will deploy, build and repair the necessary personal computer hardware and peripheral components. Loads and verifies correct operation of user software packages. Troubleshoots and resolves hardware and software issues for both computer and telephony equipment. This position is required to quickly resolve reported user issues within SLA timeframes. Investigate and make recommendations on new technologies that can make the department and our users more productive.

Primary Duties & Responsibilities:

  • Resolve reported hardware and software problems or escalate issues as needed.
  • Installing hardware and software upgrades.
  • Research and make recommendation on new technologies, both hardware and software.
  • Assist others in the department as needed.
  • Interact with customers to provide guidance on proper software usage.
  • Troubleshoot telephone sets and associated cabling.
  • Assist other IT groups for support or to gather technical information.
  • Performs semi-annual preventative maintenance on all desktop and laptop PCs.
  • Document new technical support procedures and configurations based on job responsibilities and maintain existing policies.
  • Learn to support new technologies as they are introduced into the center.
  • Keep management informed of any potential problem patterns.
  • Maintain records of maintenance performed and inventory updates.
  • Maintain Anti-Virus definitions on all personal computer systems.
  • Troubleshoot LAN/WAN applications.
  • On call to resolve reported after hour issues in the Contact Center or by the @Home Agents.
  • All other duties as needed or required
Job Requirements:
  • Maintain attention and concentration for extended periods of time
  • Read and interpret documents and instructions from customers, vendors, and other employees
  • Communicate effectively with customers, vendors, and other employees
  • Multi-task and prioritize workload
  • Work within the appropriate level of independence
  • Function in a fast-paced environment
  • If applicable, ability to travel for meetings with customers, vendors, other employees, and/or other business necessities

MINIMUM QUALIFICATIONS AND SKILLS:

  • High school diploma
  • Any college education is a plus
  • A+ Certification required
  • Minimum 3 years technical troubleshooting experience
  • Thorough knowledge of PC hardware and software
  • Good understanding of PC networking
  • Strong customer service skills
  • Analytical and strategic thinking
  • Good oral and written communication skills
  • Possess strong interpersonal skills
  • Strong troubleshooting skills
  • Strong understanding of LAN/WAN applications and functionality
  • Travel may be required as requested by management
  • Ability to work early morning hours to perform updates during contact center closed window of 3:00 am to 6:00 am

Job Requirements

POSITION SUMMARY: The Contact Center Support Specialist is responsible for providing personal computing technical support for both the Columbus Contact Center personnel and @Home Agents so that they can successfully and effectively perform their job functions. They will deploy, build and repair the necessary personal computer hardware and peripheral components. Loads and verifies correct operation of user software packages. Troubleshoots and resolves hardware and software issues for both computer and telephony equipment. This position is required to quickly resolve reported user issues within SLA timeframes. Investigate and make recommendations on new technologies that can make the department and our users more productive. Primary Duties & Responsibilities: •Resolve reported hardware and software problems or escalate issues as needed. •Installing hardware and software upgrades. •Research and make recommendation on new technologies, both hardware and software. •Assist others in the department as needed. •Interact with customers to provide guidance on proper software usage. •Troubleshoot telephone sets and associated cabling. •Assist other IT groups for support or to gather technical information. •Performs semi-annual preventative maintenance on all desktop and laptop PCs. •Document new technical support procedures and configurations based on job responsibilities and maintain existing policies. •Learn to support new technologies as they are introduced into the center. •Keep management informed of any potential problem patterns. •Maintain records of maintenance performed and inventory updates. •Maintain Anti-Virus definitions on all personal computer systems. •Troubleshoot LAN/WAN applications. •On call to resolve reported after hour issues in the Contact Center or by the @Home Agents. •All other duties as needed or required Job Requirements: •Maintain attention and concentration for extended periods of time •Read and interpret documents and instructions from customers, vendors, and other employees •Communicate effectively with customers, vendors, and other employees •Multi-task and prioritize workload •Work within the appropriate level of independence •Function in a fast-paced environment •If applicable, ability to travel for meetings with customers, vendors, other employees, and/or other business necessities MINIMUM QUALIFICATIONS AND SKILLS: •High school diploma •Any college education is a plus •A+ Certification required •Minimum 3 years technical troubleshooting experience •Thorough knowledge of PC hardware and software •Good understanding of PC networking •Strong customer service skills •Analytical and strategic thinking •Good oral and written communication skills •Possess strong interpersonal skills •Strong troubleshooting skills •Strong understanding of LAN/WAN applications and functionality •Travel may be required as requested by management •Ability to work early morning hours to perform updates during contact center closed window of 3:00 am to 6:00 am