IT Support Associate providing Tier 2 technical support for Rowan's digital infrastructure. Troubleshooting hardware, operating systems, and collaboration technology while ensuring smooth operations.
About the role
- Help Desk Dispatcher providing customer support by creating trouble tickets for user inquiries. Engaging with customers professionally to resolve issues via phone and email in a timely manner.
Responsibilities
- Engage customers via phone or email and create trouble tickets for user support calls. This entails responding to phone calls, emails, and self-service requests in a timely and professional manner.
- Open new and dispatch existing tickets to available technicians.
- Follow up on previously dispatched tickets to ensure first call resolutions are met.
- Consistently adhere to defined department policies and procedures for processing, escalating, notifying and closing tickets.
- Gather sufficient information from customers for proper handoff to technicians.
- Fully document all information gathered in the ticketing software system during any communication with client.
- Strong and consistent communication with internal staff as well as with customers.
- Assist with process improvements and service delivery on a continuing basis.
- Responsible for maintaining relevant certifications as needed.
- Perform tasks as assigned by management.
Requirements
- High School Diploma or GED equivalent required
- Proficient use of applicable technology
- Ability to follow technical instructions and guidelines
- Able to work in a team environment
- Demonstrated ability to communicate verbally and in writing throughout all levels of an organization, both internally and externally
- Ability to travel as required by business and on-call availability
- Able to lift up to 50 lbs
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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