Job Details

• To maintain a high degree of customer service for all support queries and
• adhere to all service management principles;
• Service all call center trouble tickets within defined SLAguidelines;
• Generate weekly trouble ticket reports to call center leadership;
• Setup and maintain local and remote agents computers and phones;
• Keep PC hardware/software current as new updates are released;
• Maintain adaptive technology server and client stations;
• Responsible for testing image/software updates beforeapplied;
• Setup and maintain training room hardware/software;
• Maintain and utilize IT Ticket System;
• Respond to trouble and work requests in person, via phone, and electronically;
• Troubleshooting and problem resolution for all networked devices;
• PC Builds, deployment, configuration, and troubleshooting;
• Hardware installation and associated problem resolution;
• Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, software, networked peripheral devices, cabling and software;
• Prepare Phone and time & attendance reports;
• Maintain inventory database;
• Log all help desk interactions;
• Assist with Shortel logons and Configure VOIP Shortel phones;
• Assist with troubleshooting Shortel Phone connectivity;
• General telephone support and assistance;
• Reconnecting telephony lines for Shortel and non-Shortel systems;
• Receive and respond to incoming calls, pages, and/or e-mails regarding Computers and network connectivity problems;
• Prepare, maintain, and adhere to procedures for logging, reporting, and statistically monitoring network data;
• Perform system backups and recovery;
• To escalate more complex calls to the relevant IT Support member;
• Performs any other duties as assigned by Supervisor;

• Associates degree in the field of computer science, information sciences, or three years of commensurate work experience in field required;
• Call Center experience preferred;
• Hands on approach and a willingness to learn;
• Knowledge and experience requirements:
  • Basic understanding of PC hardware set-up and configuration;
  • Computer hardware, including printers, server, laptops, Braille Display, and other adaptive hardware.
  • Adaptive Technology knowledge, skills and ability required;
  • Hands-on hardware troubleshooting experience;
  • Strong oral and written communication, including documentation;
  • Exceptional interpersonal skills, with a customer service orientation that focuses on rapport-building, listening and questioning skills;
  • Knowledge of applicable data privacy practices and laws;
• A commitment to our mission of providing opportunities for people who are blind and visually impaired, deaf-blind, or multi-disabled is essential.