Support Specialist I

Position: eServices Support Specialist I

Reports To: eServices Support Specialist II

Job Summary:

eServices Support Specialist I provides technical assistance on software applications that are managed in eServices and serves as the first contact for users who need technical assistance through the eServices Helpdesk. Responsibilities include resolving user inquiries, recommending solutions, and guiding users through features and functionalities. To be successful in this role, you should be an excellent communicator.

Responsibilities:

• Follow up with users to ensure their technical issues are resolved
• Assist users with troubleshooting and resolving common technical issues, such as login problems, via the helpdesk software in a timely manner
• Provide quick resolution and excellent customer service
• Provide basic training to end-users on system and software use as needed
• Redirect unresolved issues to the next level of support personnel
• Provide needed information on products or services
• Work with eServices Support Specialist II on escalated issues
• Keep a record of problems and their resolution in the solution library in the helpdesk software system
• Provide feedback on processes and make recommendations on areas to improve

Qualifications:

Knowledge & Skills:

• Requires relevant work experience and experience in information systems and/or computer database systems
• Must have strong organization and technical skills
• Must be detail oriented
• Proficiency in Microsoft Office environment with a concentrated area in Microsoft Excel; experience in web development a plus
• Must have excellent communication skills and ability to work with others
• Salesforce experience a plus

Education:

Minimum Associates Degree from Information Technology Degree Program, with preferred concentration in Project Management, Business Administration or equivalent work experience

Working Conditions:

Normal business hours with some overtime