Albertville, Alabama16 days ago
Ability to solve common user problems in real time including software functionality, network trouble shooting and installation, personal computer and network configuration, operating systems and browser related issues; installing hardware or software as needed; • Global incident routing including validation, processing, triage, routing decision points and assignment; • Prioritize production-critical issues and escalate issue(s) to the appropriate technical staff; • Complete domain maintenance; • Assist with Webfilter, Internet and Firewall issues; • Entry level application maintenance; • Network and server hardware configuration; • Sarbanes-Oxley reporting; • Provide extra phone support and coverage, as needed; • Setup and configuration for new device procurement; • Prepare statistical and data reports, including usage trends and analysis; • Troubleshoot and accurately record caller's requests/issues; • Provide remote and on-site support to all staff; • Active involvement in problem resolution, follow-up, testing, workarounds and equipment suggestions; • Facilitate warranty claims and exchanges; • Accurately record customer support issues in tracking system; • Minimal travel to domestic facilities; • Other duties as assigned. Preferred: • 2 plus years IT/Computer experience; • Working knowledge of ITIL principles, including incident, problem, and change management processes; • Basic Microsoft Office experience, including Word and Excel; • Prior technical support/call center experience; • CompTia A+ Certified; • CompTia Network Certified.