What are the responsibilities and job description for the User Support Technician II - HYBRID 6 Month Contract near Raleigh, NC position at FairPoint Communications?
Job Overview
The User Support Technician II is a pivotal member of our Service Desk, primarily responsible for advanced troubleshooting and support for state and local employees, private sector businesses, educational institutions, and the citizens of North Carolina.
Key Responsibilities
This role offers substantial potential for professional development, equipping you with crucial skills and knowledge in IT service management. The experience gained in this position is an excellent foundation for future advancement within IT support and management spheres.
Company Culture And Values
Our organization fosters a collaborative and service-oriented ethos that underscores the importance of strong customer relationships, teamwork, and continuous learning. We prioritize a positive work environment that encourages growth and innovation.
Employment Type: Contractor
The User Support Technician II is a pivotal member of our Service Desk, primarily responsible for advanced troubleshooting and support for state and local employees, private sector businesses, educational institutions, and the citizens of North Carolina.
Key Responsibilities
- Serve as a primary point of contact for customer-submitted incidents and service requests, operating within a 24/7/365 framework.
- Provide advanced technical assistance via various channels including phone, email, and ticket systems, while operating under the guidance of the Service Desk management team.
- Conduct thorough research and analysis of issues presented by users, gathering pertinent information to resolve complex problems or escalate them appropriately.
- Foster strong customer relationships, emphasizing a commitment to exceptional service and user education.
- Document all interactions and resolutions meticulously in the IT Service Management application, adhering to ITIL best practices.
- Strong customer service orientation coupled with advanced technical knowledge capable of addressing both routine and intricate tasks independently.
- Advanced proficiency in troubleshooting Microsoft Windows 7 & 10, Microsoft Office Suite, O365, and various desktop hardware/software configurations.
- Effective communication skills, both verbal and written, along with proficient typing and grammar capabilities.
- Ability to analyze, document, and resolve routine technical issues based on existing guidelines and available resources.
- Demonstrated ownership, reliability, and urgency in completing tasks, while establishing proactive relationships with users.
- Associate degree in Computer Information Technology, Computer Technology Integration, Networking Technology, or a related field from an accredited institution.
- 2-4 years of relevant work experience in IT support or an equivalent combination of education and experience.
- Enhanced computer literacy and familiarity with call center environments and Service Desk functions.
- Certifications such as HDI Support Center Analyst, ITILv3 Foundation, and A are highly preferred.
This role offers substantial potential for professional development, equipping you with crucial skills and knowledge in IT service management. The experience gained in this position is an excellent foundation for future advancement within IT support and management spheres.
Company Culture And Values
Our organization fosters a collaborative and service-oriented ethos that underscores the importance of strong customer relationships, teamwork, and continuous learning. We prioritize a positive work environment that encourages growth and innovation.
Employment Type: Contractor
