Job Description
Our Client, a Business Maunufacturing and Supply company, is looking for an IT Customer Support Rep II for their Painted Post, NY/Hybrid location.
Responsibilities:
Requirements:
Why Should You Apply?
Responsibilities:
- Responds courteously and promptly to user phone calls, live chats, incoming tickets, and other assigned service channels.
- Effectively use ServiceNow to manage tickets throughout their lifecycle.
- Contribute towards meeting or exceeding SD metrics, targets and goals.
- Follows all Corning IT policies and documented processes including Incident Management, Request Fulfillment and Knowledge Management.
- Execute Knowledge Base (KB) articles to provide effective and timely analysis, troubleshooting and accurate resolution/routing of technical incidents and requests. Provide KB feedback to improve articles.
- Interact with vendor technical support to ensure effective resolution of 3rd party services.
- Actively maintain tickets according to processes and within established SLAs. This includes the timely update of tickets to track all troubleshooting performed and communications with users, vendors and other IT teams. Proactively initiate ongoing communication with end users, via phone, chat and email, to continuously manage expectations.
- Customer scheduling/follow-ups
- Monitor the queue and action or route tickets.
- Inform leadership of broader issues impacting users or the team
- Interact with teammates throughout the day to share information and knowledge.
- Fulfill all administrative requirements on-time
- Answer, respond to and route Corporate Calls as needed
Requirements:
- Education Requirements
- Associate degree in IT or related professional certification (Preferred)
- High School Diploma or GED (Minimum Required)
- Work Experience
- A minimum of 2 year of IT Helpdesk or Service Desk experience
- Required Skills
- Time management. Ability to meet and keep a schedule. Ability to multitask, complete tasks and meet deadlines in a fast-paced environment
- Customer service experience, preferably in a call center environment
- Strong work ethic with an attention to detail and a positive attitude
- Self-starter, able to work in team environment and motivate others
- Strong technical abilities, including knowledge and skill with computers and mobile devices
- Strong organization, and planning skills, with ability to handle changing priorities
- Interpersonal skills, empathy, patience, and ability to communicate clearly
- Must be fluent in English, with the ability to read, write, and comprehend
- Desired Skills
- Microsoft-based applications, with emphasis on Windows 11, Microsoft O365, Teams, etc.
- Experience with call management software such as Finesse or similar
- Quality / documentation experience
- Familiarity with Microsoft Azure.
- Active Directory Administration
- Experience resolving Outlook issues such as mail file size and data files (.ost)
- Experience with Windows troubleshooting including monitor display issues, printing, connectivity, etc.
- Configuration & distribution of corporate mobile devices
- Troubleshooting Cisco VPN and Pulse clients
- Facilitating Citrix connectivity
- Remediating Symantec Endpoint Protection
- LogMeIn remote connection/utilization or similar tool
- MEMC Deployment of software
- Asset management skills
- Edge and Google Chrome support
- Installation/configuration of various Adobe products /Software
- Printer/driver troubleshooting & installation
- ServiceNow or similar ticket management tool
- Knowledge base utilization
- Skills :
- Apple/Mac
- Be confident and adaptable
- Communicate and engage
- Focus on Customers
- Microsoft Office
- Microsoft PowerPoint
- Microsoft Suite, (Word, Excel, Outlook, Access)
- Microsoft Windows
- MS - Exchange
- MS - Sharepoint
- Sharepoint
- Technical adeptness
Why Should You Apply?
- Health Benefits
- Referral Program
- Excellent growth and advancement opportunities
Numbers & Facts
| Location | Painted Post, NY |
| Industry | Management Consulting Services |
| Salary | $15.87–$18.87 Per Hour |
| Company Size | 2,000 to 2,499 employees |
| Year Founded | 2000 |
| Website | https://www.iconma.com/ |
Benefits
401K, Employee Referral Program, Life Insurance
About Company
ICONMA is a global information consulting management firm providing Professional Staffing Services and Project-Based Solutions for organizations in a broad range of industries.
- Corporate Headquarters in Troy, Michigan; 20+ locations worldwide.
- Certified Woman-Owned Business Enterprise (WBE); certified by Women’s Business Enterprise National Council, National Women Business Owners Corporation (NWBOC); and California Public Utilities Commission (CPUC).
- Founded in 2000
- 2000+ Employees
The company was founded on the principle that success is derived from delivering high quality service and resources in the most responsive, flexible, and innovative way. ICONMA invests in people and resources with a single goal: To provide our customers with the highest quality service in the most responsive manner. Through its network of offices, ICONMA provides the resources to help clients maintain their competitive advantage.
Skills
- Adobe Product Familyunmatched
- Analysis Skillsunmatched
- Apple Macsunmatched
- Asset Managementunmatched
- Call Centersunmatched
- Cisco Network Systemsunmatched
- Citrix Product Familyunmatched
- Communication Skillsunmatched
- Customer Relationsunmatched
- Customer Support/Serviceunmatched
- Detail Orientedunmatched
- Documentationunmatched
- English Languageunmatched
- Google Chrome Browserunmatched
- Health Planunmatched
- Help Deskunmatched
- High School Diplomaunmatched
- Identify Issuesunmatched
- Incident Managementunmatched
- Information Technology & Information Systemsunmatched
- Interpersonal Skillsunmatched
- Knowledge Baseunmatched
- Knowledge Managementunmatched
- Leadershipunmatched
- Metricsunmatched
- Microsoft Access Databaseunmatched
- Microsoft Active Directoryunmatched
- Microsoft Excelunmatched
- Microsoft Exchange Serverunmatched
- Microsoft Officeunmatched
- Microsoft Outlookunmatched
- Microsoft PowerPointunmatched
- Microsoft Product Familyunmatched
- Microsoft SharePointunmatched
- Microsoft Windows Azureunmatched
- Microsoft Windows Operating Systemunmatched
- Microsoft Windows System Administrationunmatched
- Microsoft Wordunmatched
- Mobile Devicesunmatched
- Multitaskingunmatched
- Organizational Skillsunmatched
- Painting (Facilities and Maintenance)unmatched
- Printersunmatched
- Printingunmatched
- Problem Solving Skillsunmatched
- Process Managementunmatched
- Schedule Developmentunmatched
- Service Level Agreement (SLA)unmatched
- ServiceNowunmatched
- Symantec Endpoint Securityunmatched
- Technical Supportunmatched
- Telephone Skillsunmatched
- Time Managementunmatched
- VPN (Virtual Private Network)unmatched
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