Summary The Technical Support Specialist – Level 1 is an entry-level position that provides professional technical support to all clients of Myriad Advisor Solutions. The Level 1 Specialists must possess strong analytical and strategic thinking, as well as planning, organizing and problem-solving skills: a high degree of technical expertise, sound professional and technical judgment, and a commitment to exceptional customer service and teamwork. This role is in office and is not remote. Essential Duties and Responsibilities - Daily tasks include, but are not limited to, diagnostics, troubleshooting, resolving network and wireless issues, setting up user accounts, formatting and setting up desktop and laptop computers
- Provide remote technical guidance, assistance, and coordination to end-users for PC, network, software, and hardware problems
- Support daily client communication- including phone, email, and chat requests. Accurately document details related to client support issues in help desk ticketing system and complete ticket/tasks efficiently
- Create, build, and foster strong and effective working relationships with peers, management, clients, and vendors
- Ensure growing knowledge of company supported systems, with a goal of becoming a product expert
- Ability to display dependability through IT Help Desk shift coverage spanning Monday-Friday 7am-7pm CST
The Essential Duties and Responsibilities listed are not all inclusive; other duties as assigned will apply Desired Qualifications (Knowledge and Skills) - Degree or Associates degree in Information Technology related field preferred; completed college coursework in conjunction with work experience will also be considered
- Current knowledge of computer systems, electronic systems, and software applications; Solid understanding of desktop applications
- Level 1 Technical Support experience preferred
- Intermediate to advanced knowledge of Microsoft Windows 10, and a willingness to learn new operating systems
- Intermediate to advanced knowledge of general internet technologies (email, web browsers, etc.)
- Basic knowledge of core network technologies (WiFi, routers, switches, etc.)
Desired Traits - Strong client service skills, first-hand experience interacting directly with customers; a genuine interest in serving and caring for our clients
- Strong professional phone etiquette
- Possesses strong work ethics and morals; is driven and motivated to advancing their career through hands on experience and evolving industry knowledge
Core Value of C.A.R.E Communicate. Accountable. Respect. Ethical.Communicate. - Comfortably connect with clients in an open and informative way that supports the Myriad C.A.R.E interaction style with our clients
- Positive: Create, support, and encourage a positive work environment; Energetic, eager to learn, team player and willing to cooperate
- Exudes excellent oral, written and interpersonal communication skills, well-spoken both on the phone and in person
- Approachable: Genuinely encourage business interactions with client, strategic business partners and internal team members; become and remain a reliable go-to resource
- Extraordinary customer service skills and presence while possessing a positive attitude through all client interactions
- Manage multiple client demands simultaneously, shift priority when the need arises, and consistently demonstrates flexibility and positivity
Accountable.- Energetic team player, with the ability and willingness to learn and effectively utilize new technologies as required and required
- Retain a fast-paced working environment, balances competing priorities and flexing between many tasks at any given time
- Dependable: Punctual to scheduled work shift/schedule, internal and external meetings. Consistently following through on tasks, projects, and client commitments
Respect.- Treat all people with courtesy, politeness, and kindness. Encourage peers and clients to express opinions and ideas. Listen to what others have to say in conjunction with respectfully expressing your viewpoint
- Consistently seek out ways to provide service and solutions to clients that will positively impact their transition and long-term business structure. Recognize client’s business needs and think creatively to offer solutions to exceed those needs
- Brand Loyalty: Loyal and trustworthy to positively promote and display the Myriad brand, products and service offerings
Ethical.- Maintain a self-driven, results-orientated outlook with a positive focus on the overall success for client, strategic partner, and Myriad
- Confidential: Discreet in all aspects of the job; maintain confidentiality in all circumstances
- Adhere to processes and procedures to ensure the highest degree of efficiency is maintained; adheres to budget guidelines, reduce expenses as applicable, without jeopardizing the quality of output
- Display strong work ethics and morals; Is driven and motivated to advancing their career through hands on experience and evolving industry knowledge
Physical Requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. - While performing the duties of the job, the employee is regularly required to stand, sit, walk, use hands to finger, handle, or feel, reach with hands and arms, stoop, kneel, crouch or crawl, and talk or hear.
- The vision requirements include close vision and ability to adjust focus.
- Nature of position requires physical mobility and the ability to lift a minimum of 50 pounds.
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