IT Customer Support Specialist

Location
Aberdeen, SD
Salary
Join our team!
Posted
Oct 17, 2019
Ref
730
Industry
Technology
Role
IT
Job Type
Long-Term
Hours
Full Time
Agtegra Cooperative is seeking a full-time IT Customer Support Specialist in our Information Technology Department located in Aberdeen, South Dakota.

About this position:

We are looking for an energetic and passionate individual that is seeking to provide exceptional technical support to Agtegra's employees and customers. As an IT Customer Support Specialist, you will be the first point of contact for all technical issues for our employees and many of our members. If you enjoy solving problems and get excited about helping others, then Agtegra's IT organization is the place for you!

Job Duties:
  • Serve as the first point of contact for internal and external customers seeking technical assistance over the phone, via email, and in person.
  • Perform remote troubleshooting of PC's, mobile devices, networks, and business applications.
  • Provide solutions to problems including but not limited to: username and password errors, uninstalling/reinstalling software applications, improper hardware and software set up, and "how to" questions on using business applications.
  • Teach and train end users on business applications and basic technology when applicable.
  • Triage and escalate to tier 2 teams if needed.
  • Follow standard help desk procedures based upon ITIL.
  • Log all help desk interactions.
  • Identify and escalate issues according to SLA guidelines.
  • Identify reoccurring issues and establish appropriate problem tickets for root cause analysis.
  • Stay current with system information, changes and updates.
  • Maintain and author Knowledge Base articles to provide users a self-service platform.
  • Perform root cause analysis.

Education and Experience Preferred:
  • Associate's / Bachelor's degree or 2+ years of relevant experience.
  • Working knowledge of relevant hardware and software.
  • Knowledge of ITIL.
  • Knowledge of ITSM or ticketing systems.
  • Knowledge and experience of customer service practices.
  • Related experience and training in troubleshooting and providing help desk support.
  • Excellent written and verbal communications skills, and ability to work with users from all levels of the organization with all degrees of technology literacy.

Health Insurance, Vision/Dental Insurance, Pension plan, 401k, Clothing Allowance, Paid time off, Holidays, Education Assistance and MORE!