DTS Support Analyst I

IMCS Group Inc

Philadelphia, PA

Apply

JOB DETAILS

SKILLS

Analysis Skills, Auditing, CCNA - Cisco Certified Network Associate, Call Centers, Call Monitoring, Change Management, Communication Skills, CompTIA A+, Consumer Software, Customer Relations, Customer Service Evaluation, Customer Support/Service, Desktop Administration, Diversity Recruiting, Documentation, English Language, Finance, Fortune 500 Customers, Hardware Administration, Health Information Technology, ITIL (IT Infrastructure Library), Identify Issues, Incident Management, Licensing, Licensing Compliance, MCP - Microsoft Certified Professional, MCSA - Microsoft Certified Systems Administrator, Medical Terminology, Microsoft Product Family, Mobile Devices, Multiplatform/Cross-Platform, Network System Hardware, Operating Systems, Organizational Skills, Peripheral Hardware, Presentation/Verbal Skills, Printers, Problem Solving Skills, Process Development, QoS (Quality of Service), Quality Management, Record Keeping, Resolve Customer Issues, TCP/IP (Transmission Control Protocol/Internet Protocol), Team Player, Telecommunications Equipment, Writing Skills

LOCATION

Philadelphia, PA

POSTED

30+ days ago

Company Description : IMCS Group is one of the fastest growing MWBE (Minority Woman Owned Enterprise) staffing firms in the U.S. We focus on bringing a Diversity Recruitment approach to Fortune 500 companies within North America and EMEA region contingent labor programs. IMCS Group excels in providing top talent in IT, Healthcare, Engineering, Finance, Light Industrial, Contact Center, and Clerical. We have offices in the US, Canada, Mexico, and India in which we can provide support to our clients.

Description
=========
Job Summary: -Tracks all customer service items to completion. -Evaluates customer service issue to determine level of service needed. -Resolves all Tier 1 issues. -Escalates Tier 2 issues to appropriate resource. -Maintains and increases knowledge of *** IS application, hardware, mobile devices and multiple operating system platforms. -Provides laser-like focus on customer service and satisfaction with some knowledge and experience of incident management, problem management and change management processes, practices and procedures. -Serves as the first point of contact for the IS Department and act sas a liaison between the client community and the rest of the IS Department. -Adheres to Service Desk standards, processes and systems required to deliver consistent high quality customer service. -Diagnoses and resolves problems which may involve hardware, packaged software, proprietary software and peripheral equipment over the phone, via remote control tools or on-site. -Maintains strong technical skills to provide prompt support for customers to determine problems and provide resolutions. -Manages Level 1 queues and recommends new queues to insure proper categorization and assignment of issues. -Coordinates queues for site/service, working with various stakeholder groups. -Provides recommendations on how to improve the quality of service as well as reducing repeat incidents.

Skills
====
Required Skills & Experience: -At least two (2) years of experience providing EUD support, Service Desk support or equivalent experience/knowledge. -Able to perform effectively in a team environment as well as with little direct supervision. -Customer service-oriented team player with first-rate communication, documentation, organizational, problem solving, written and verbal skills. -Ability to understand, analyze and resolve problems, while on the phone or on-site with user. -Must have working knowledge of many various pieces of equipment and software including printers, terminals, PCs, networking and telecommunication hardware, etc. -Knowledge and understanding of issues inherent to Microsoft software including, but not limited to security, deployment, imaging, auditing, licensing and compliance; deployment and upgrading; features and functionality. -Organized with the ability to follow established processes and provide recommendations for improvements. -Ability to analyze and solve problems by investigating and implementing predefined potential solutions using troubleshooting skills. -Working knowledge of the TCP/IP protocol suite. -Demonstrates basic knowledge of Tier 1 service level support as relates to addressing Hardware (PCor End-User Devices & peripheral equipment), and application software, and operating system issues. -Demonstrates sufficient knowledge of call log tracking to record accurately all needed information. -Exhibits sound customer service skills by effectively handling customer problems and ensuring proper escalation procedures are followed to problem closure. Preferred Skills & Experience: -Medical terminology helpful and previous medical EUD or Service Desk level 2 support background.
Required
CUSTOMER SERVICE
COMMUNICATION SKILLS
DOCUMENTATION SKILLS
ORGANIZATIONAL SKILLS
PROBLEM SOLVING

Additional
WRITTEN SKILLS
VERBAL SKILLS
MICROSOFT SOFTWARE
SECURITY
DEPLOYMENT
IMAGING
AUDITING
LICENSING
COMPLIANCE
TROUBLESHOOTING
TCP/IP PROTOCOL SUITE
CALL LOG TRACKING
HARDWARE SUPPORT
PC SUPPORT
END-USER DEVICES
PERIPHERAL EQUIPMENT
APPLICATION SOFTWARE
OPERATING SYSTEM ISSUES
PRINTERS
TERMINALS
NETWORKING HARDWARE
TELECOMMUNICATION HARDWARE
INCIDENT MANAGEMENT
PROBLEM MANAGEMENT
CHANGE MANAGEMENT

Education
========
Required Education: -High school diploma or GED. Preferred Education: -Some college. -Technical school diploma or equivalent. Required Certifications & Licensure: -N/A Preferred Certifications & Licensure: -ACSP, MCP, MCSA, ITIL Foundations, CCNA, Lexmark & Lenovo Self Maintainer. -A+ Certification.

Languages
=========
English( Speak, Read, Write )

Minimum Degree Required
=====================
Completed High School (Diploma or GED)

EEOC Disclaimer: IMCS Group is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. IMCS Group is committed to maintaining an inclusive workforce, where employees are hired, retained, compensated, and promoted based on their contributions to our Company.

About the Company

IMCS Group Inc

Resume Resources

Free Resume Templates Free Resume Builder