Job Title: IT Support Analyst (Level I)
Department: Technical Services
Reports To: Service Desk Team Lead
GENERAL PURPOSE OF THE JOB:
IT Support Analyst will provide excellent customer service through incoming phone calls to the Keefe Group IT Service Desk while assisting customers with routine incidents and routing tickets to appropriate teams.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Demonstration of excellent customer service skills with frequent customer interaction.
Will answer all incoming technical phone calls through the Keefe Group Service Desk and gather appropriate information; quickly gain the skill to interpret and differentiate incoming customer technical requests, questions, concerns, incidents and in turn have a strong knowledge and understanding of how to direct / expedite these requests onto the appropriate support teams to achieve resolution.
Use procedures, policy, knowledge base information, and other reference materials to provide incident resolution and closure for routine user problems; Route tickets for issues which cannot be resolved at Level 1 to the appropriate group.
Assist with coordination of third party support technicians via telephone and email to schedule on site visits for hardware/software issues.
Assist customers via phone regarding status of active service desk tickets.
Open / properly categorize tickets using Microsoft Dynamics CRM case management system for reported issues.
Document detail of customer interactions accordingly and provide follow up as needed.
Escalate reported issues to the appropriate service desk tier / management for diagnosis and resolution.
Act as backup administrator for monitoring of the Keefe Group Service Desk email.
Train on an as-needed basis
Complete miscellaneous projects/duties as assigned by management
This job does not have supervisory responsibilities.
EDUCATION AND/OR EXPERIENCE:
Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
OTHER SKILLS AND ABILITIES:
Must be a self-starter who can work well with people at all levels both in and out of the Keefe Group organization and the correctional facility in a professional manner.
Superior listening skills Ability to listen carefully and understand a customer's situation clearly in order to help them.
Strong customer service skills Ability to properly handle customer requests, concerns, etc. in a patient, helpful and professional manner.
Strong interpersonal skills Ability to create positive interactions with customers and peers.
Strong written and oral communication skills.
Ability to work independently or within a team to efficiently and effectively resolve customer concerns or issues.
Ability to manage and prioritize multiple issues.
Excellent organizational and time management skills.
Ability to adapt easily to a constant changing environment.
Understanding of basic computer/network concepts and experience in Microsoft Office applications including but not limited to MS Word, Excel, Power Point, and Outlook
High call volume experience.
Must pass background, credit, and drug checks
Must qualify for correctional facility security clearance.
While performing the duties of this job, the employee will often be required to stand, sit, use hands, talk and hear. The employee will occasionally be required to walk, reach, stoop and kneel. The employee will occasionally be required to lift up to 30 pounds.
While performing the duties of this job, the employee will not be exposed to any unusual environmental conditions. The noise level is generally moderate noise (examples: business office with computers and printers, light traffic).
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.