Position Description/Responsibilities (CCC/Vendor)
As a Solutions Support Technician, you will ensure that all incidents are analyzed, resolved, and reported back within the promised timeframes.
Develops service strategy to mitigate software, hardware, and networking issues
Troubleshoots and resolves service issues via phone, web, and in-person channels
Ensures all incidents are resolved against SLAs
Reports on health of the help desk and support using uptime and ticket-related performance metrics
Partners with IT and business personnel to discuss the impact of incidents on products and services
Tracks and reports all open and closed incidents to leadership teams
Develops business support standards, processes and procedures, and guidelines for incident management
Evaluates trade-offs between issues using value, impact, and risk criteria
Proactively learns and trains other staff members on new product and service technologies
Excellent interpersonal skills
Maintain proper sense of IT security and report security violations to Systems Administrators as soon as a violation is known/discovered
Escalate problems (when required) to the appropriately experienced technician
Flexibility to work a varying schedule and hours as needed
Carry out special tasks at management's direction
Position Requirements/Technical Skills (CCC/Vendor)
Bachelor's degree in Computer Science or similar discipline or alternative technical certifications
Possess 3-5 years of experience with business operations, systems development, IT project management capacity or the equivalent combination of education and experience
Experience in using help desk ticketing software
Experience with incident troubleshooting and escalation
Experience working in a team-oriented, collaborative environment
Ability to be technologically current in processes, tools, and solutions
Familiarity with ITILv3 or related service delivery frameworks
Committed to providing quality products and services.
Ability to effectively prioritize and execute tasks in a high-pressure environment
Conscientious about attending to detail
Ability to work with stakeholders to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations
Exceptional customer service orientation
Expresses information to individuals orally and in written-form, taking into account the audience and nature of the information.
Create and maintain templates and associated processes for repeatable and routine tasks.
Makes clear and convincing oral presentations; listens to others
Ability to read communication styles of team members who come from a broad spectrum of disciplines
Identifies problems and determines relevant information to recommend resolutions
Uses sound judgment to evaluate and generate best practices
CAI IS EOE
Company Overview (CCC Only)
Computer Aid, Inc. (CAI) is an innovative solutions company managing engagements with numerous Fortune 1000 companies and government agencies. CAI is headquartered in Allentown, Pennsylvania with a staff of over 4,200 professionals working at locations around the world in a variety of industries. Our services leverage technology to provide outstanding customer experiences that generate new value for our clients, our employees, and our greater communities.
CAI is building a culture of continued learning, support, and personal development in a collegial environment. We also strive to make a positive impact on our surrounding communities through various outreach programs. We make a positive difference for our associates and the communities in which we serve.Our mission: Provide industry-leading services and an incredible workplace for our associates, while making an impact on our communities.
It is the policy of Computer Aid, Inc.(CAI) not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.
Employees and applicants of CAI will not be subject to harassment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.