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SR SYSTEMS SPECIALIST - Full-time / Part-time
| Hours | Full-time, Part-time |
|---|---|
| Location | Austin, TX Austin, Texas |
About this job
The incumbent is responsible for supporting the Escalations Management process in the IT Support Desk through the oversight of escalations from our customers, entering of this information into the escalations tracking system, maintaining records, reporting of collected information, monitoring resolution progress, and related tasks associated with function of Escalations Management. This position supports the IT Support Desk management and our customers by providing regular status updates to internal and executive leadership as needed. The incumbent is also responsible for maturing our escalations management process in the IT Support Desk. This is done by monitoring industry customer service standards, company customer service standards and recognizing internal improvement opportunities. Monitor, maintain, and support end-user hardware and software applications.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES -
Regularly maintains, upgrades and supports existing systems to ensure operational stability for user groups. Identifies new and existing system requirements and installs the necessary hardware and equipment infrastructure (power, cables, etc.) to meet these requirements. Negotiates with vendors to ensure that all system requirements are met in a timely and efficient manner. Keeps abreast of all innovations and changes to Home Depot systems to ensure having the appropriate tools and training to provide quality support. Provides end-user training on systems to maximize operator efficiency and increase speed and accuracy of customer service. Provides customer support by answering end-user questions and maintaining a presence at a help desk or other customer point of contact. May have financial responsibilities-budgeting and monitoring expenses. Lead operational projects-project estimation, monitor, control and reporting. Selects, develops and motivates assigned staff. Responsible for the development of less experienced associates; mentor and teach.
NATURE AND SCOPE - Typically reports to a Manager, Assistant Manager, or Team Lead. May have supervisory responsibilities; may guide/lead newer associates and/or interns. Direct reports may include Associate Systems Specialist, Systems Specialist, Associate Operations Specialists, and/or Operations Specialists. Typically requires frequent persuasion or influencing of others. Usually assigns and reviews work of others. Typically procedures for analyzing situations and making conclusions are very diverse. Typically considers among many different options or procedures when solving problems. Typically, once given general assignments, determines priorities and defines what should be done and how to do it.
ENVIRONMENTAL JOB REQUIREMENTS - Under regular pressure to meet deadlines, quotas and/or must frequently deal with difficult issues related to people or situations.
MINIMUM QUALIFICATIONS -
EDUCATION REQUIRED - The knowledge, skills and abilities typically acquired through the completion of a associate's degree program or equivalent degree in a field of study related to the job.
YEARS OF RELEVANT WORK EXPERIENCE - 5
CERTIFICATES/LICENSES - PHYSICAL JOB REQUIREMENTS - Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
ADDITIONAL QUALIFICATIONS -
PREFERRED QUALIFICATIONS -
Call Center related escalations experience required.
Service Desk ticket reporting, MS Office, Outlook, Excel and SharePoint experience is preferred
A bachelor' s degree in computer science, systems engineering, or related field is preferred.
Five to twelve years of experience is preferred.
KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES -
Strong attention to detail.
Strong communication skills
Strong ability to work independently and as a member of a team.
Passionate desire to learn new skills and competencies
Excellent data entry skills - speed and accuracy.
Strong project management skills
Well developed presentation and communication skills
Excellent interpersonal skills; team player
Strategic, out of the box thinker
Excellent analytical skills
Practical experience in incident tracking systems, SharePoint, Microsoft Office, Excel and Outlook
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