Company:
A.C. Coy
Location: Wheeling
Closing Date: 20/10/2024
Hours: Full Time
Type: Permanent
Job Requirements / Description
Overview:
Location: Hybrid, with 2 days Remote; Office location in Wheeling, WV
Job Type: Full-time
Work Authorization: U.S. Citizen or Green Card
The A.C. Coy Company is currently seeking candidates for a full-time IT Service Desk Specialist role. This individual will be part of a team providing effective IT support to end users in a global organization. Our ideal candidate will have excellent customer service skills, the capacity to de-escalate situations using a friendly demeanor, and a strong ability to prioritize and understand urgency.
This will be a 2nd-shift role in a 24/7 Service Desk Operation. The hours are 2pm – 10pm. In addition to a strong base salary and an EXCELLENT benefits package, this role offers a shift differential, Paid OT, and an annual bonus program.
Responsibilities:
Provide comprehensive technical support through phone, email, and using chat
Offer hands on support while in the office for walk up inquiries
Use good judgement, skill, and internal/external research to generate innovative solutions to technical problems and or appropriate workarounds so that the customer can get back to work as efficiently as possible
In the event a resolution cannot be found, determine the proper priority based upon the customer’s needs and coordinate with other department engineers to obtain a solution
Resolve as many incidents as possible while meeting monthly metric objectives for the following categories: Phone availability and percent answered, chat availability and percent answered, ticketed calls and chat percentages, customer service ratings, unexcused absence\tardiness, and shift coverage availability
Act as an incident/ticketing workflow coordinator when scheduled or assigned. This includes but not limited to: monitor unassigned incidents, assigning out work, coordinate escalations, monitor calls in queue, ensuring agent availability, keeping abandon rates low, and dealing with critical outages
Log all support issues in the IT service management database including accurate descriptions and details work notes
Strong judgment and decision-making skills, you will need to make educated decisions on demand with minimal supervision
Mentor, train, and assist other Service Operation Specialists
Qualifications:
Minimum of 5 years’ experience troubleshooting computer systems
Proficient knowledge of Windows and Mac operating systems including Windows server OS
Proficient understanding of the Microsoft office suite with a focus on Outlook, Word, Excel, Teams
Microsoft Exchange, Azure Active Directory, and Intune administrators
Cisco phone and voicemail administrators
Excellent proficiency in mobile phone troubleshooting in all makes and models
Good professional writing skills and excellent verbal communication skills
Computer hardware repair
Able to modify and use PowerShell scripting
Citrix remote environment administration and troubleshooting
Understand and convert technical jargon to plain English for those that may not be tech savvy
Excellent knowledge of printers specifically related to setting up, scanning, connecting to wireless networks, and driver troubleshooting
Location: Hybrid, with 2 days Remote; Office location in Wheeling, WV
Job Type: Full-time
Work Authorization: U.S. Citizen or Green Card
The A.C. Coy Company is currently seeking candidates for a full-time IT Service Desk Specialist role. This individual will be part of a team providing effective IT support to end users in a global organization. Our ideal candidate will have excellent customer service skills, the capacity to de-escalate situations using a friendly demeanor, and a strong ability to prioritize and understand urgency.
This will be a 2nd-shift role in a 24/7 Service Desk Operation. The hours are 2pm – 10pm. In addition to a strong base salary and an EXCELLENT benefits package, this role offers a shift differential, Paid OT, and an annual bonus program.
Responsibilities:
Provide comprehensive technical support through phone, email, and using chat
Offer hands on support while in the office for walk up inquiries
Use good judgement, skill, and internal/external research to generate innovative solutions to technical problems and or appropriate workarounds so that the customer can get back to work as efficiently as possible
In the event a resolution cannot be found, determine the proper priority based upon the customer’s needs and coordinate with other department engineers to obtain a solution
Resolve as many incidents as possible while meeting monthly metric objectives for the following categories: Phone availability and percent answered, chat availability and percent answered, ticketed calls and chat percentages, customer service ratings, unexcused absence\tardiness, and shift coverage availability
Act as an incident/ticketing workflow coordinator when scheduled or assigned. This includes but not limited to: monitor unassigned incidents, assigning out work, coordinate escalations, monitor calls in queue, ensuring agent availability, keeping abandon rates low, and dealing with critical outages
Log all support issues in the IT service management database including accurate descriptions and details work notes
Strong judgment and decision-making skills, you will need to make educated decisions on demand with minimal supervision
Mentor, train, and assist other Service Operation Specialists
Qualifications:
Minimum of 5 years’ experience troubleshooting computer systems
Proficient knowledge of Windows and Mac operating systems including Windows server OS
Proficient understanding of the Microsoft office suite with a focus on Outlook, Word, Excel, Teams
Microsoft Exchange, Azure Active Directory, and Intune administrators
Cisco phone and voicemail administrators
Excellent proficiency in mobile phone troubleshooting in all makes and models
Good professional writing skills and excellent verbal communication skills
Computer hardware repair
Able to modify and use PowerShell scripting
Citrix remote environment administration and troubleshooting
Understand and convert technical jargon to plain English for those that may not be tech savvy
Excellent knowledge of printers specifically related to setting up, scanning, connecting to wireless networks, and driver troubleshooting
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