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Service Desk Technical Support Representative
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Burlington, NC Burlington, North Carolina |
About this job
Job Description
Laboratory Corporation of America Holdings, an S&P 500 company, is seeking a Service Desk Technical Support Representative for our Burlington, NC location.
This position is responsible for receiving, documenting, and resolving software, hardware, and network issues reported by our customers and field management. This includes championing the approach of First Call Resolution. This position will display superior telephone, analysis and issue resolution skills and will provide technical support for multiple systems, applications, including some custom applications, wireless/VPN and hardware for the enterprise to both internal and external customers.
Service Desk Technical Support Representative Responsibilities also include:
Operational:
* Ensure prompt and accurate resolution of customer issues with a high degree of ownership.
* Ensure management team is aware of major incidents when they occur.
* Ensure management team is promptly aware of customer escalations and dissatisfaction.
Customer Management:
* Diffuse customer frustration and document incidents and concerns.
* Instruct customers on proper usage of the software, hardware and devices.
* Act as customer advocate in addressing concerns and resolving issues.
* Instill confidence in the customers that their concern will be addressed properly and with urgency.
* Ensure positive customer experience.
Processes and Procedures:
* Follow ticket management policy as documented.
* Follow call management policy as documented.
* Follow the established attendance and schedule policy.
Requirements
License/Certification/Education: Normally an Associate's Degree in Computer Science w/3-5 years of experience.
Candidates for this position should be familiar with Incident Ticketing software and processes. The ability to listen, isolate the issue, troubleshoot, research, resolve (or escalate), and follow-up is essential.
Required Skills:
* Strong written and verbal communication skills
* Strong problem solving and analytical skills
* Strong customer focus and orientation
* Proven soft skills (strong courtesy and conflict management skills)
* Strong time management skills
* Self-motivated, detail-oriented and organized
* Ability to troubleshoot independently and efficiently to meet service level agreements
* Proven team player
* Must be open to working weekends and after-hour shifts
* Minimum 2 years of Hardware and Software troubleshooting experience
* 2 years of Windows experience
* Experience with Active Directory
Preferred Skills
* 2 years networking experience (Wireless, TCP/IP, DHCP, Ethernet, VPN)
* HDI certified (Customer Service, Support Center Analyst, or Desktop Support Technician)
* ITIL Foundations certified
* Experience with Automated Call Distributor phone systems
* Minimum of 2 years of help desk/call center experience
* Minimum of 2 years of experience with Incident and Problem Tracking Service Management software
* A+ certification
* Network+ certification
Laboratory Corporation of America Holdings, an S&P 500 company, is seeking a Service Desk Technical Support Representative for our Burlington, NC location.
This position is responsible for receiving, documenting, and resolving software, hardware, and network issues reported by our customers and field management. This includes championing the approach of First Call Resolution. This position will display superior telephone, analysis and issue resolution skills and will provide technical support for multiple systems, applications, including some custom applications, wireless/VPN and hardware for the enterprise to both internal and external customers.
Service Desk Technical Support Representative Responsibilities also include:
Operational:
* Ensure prompt and accurate resolution of customer issues with a high degree of ownership.
* Ensure management team is aware of major incidents when they occur.
* Ensure management team is promptly aware of customer escalations and dissatisfaction.
Customer Management:
* Diffuse customer frustration and document incidents and concerns.
* Instruct customers on proper usage of the software, hardware and devices.
* Act as customer advocate in addressing concerns and resolving issues.
* Instill confidence in the customers that their concern will be addressed properly and with urgency.
* Ensure positive customer experience.
Processes and Procedures:
* Follow ticket management policy as documented.
* Follow call management policy as documented.
* Follow the established attendance and schedule policy.
Requirements
License/Certification/Education: Normally an Associate's Degree in Computer Science w/3-5 years of experience.
Candidates for this position should be familiar with Incident Ticketing software and processes. The ability to listen, isolate the issue, troubleshoot, research, resolve (or escalate), and follow-up is essential.
Required Skills:
* Strong written and verbal communication skills
* Strong problem solving and analytical skills
* Strong customer focus and orientation
* Proven soft skills (strong courtesy and conflict management skills)
* Strong time management skills
* Self-motivated, detail-oriented and organized
* Ability to troubleshoot independently and efficiently to meet service level agreements
* Proven team player
* Must be open to working weekends and after-hour shifts
* Minimum 2 years of Hardware and Software troubleshooting experience
* 2 years of Windows experience
* Experience with Active Directory
Preferred Skills
* 2 years networking experience (Wireless, TCP/IP, DHCP, Ethernet, VPN)
* HDI certified (Customer Service, Support Center Analyst, or Desktop Support Technician)
* ITIL Foundations certified
* Experience with Automated Call Distributor phone systems
* Minimum of 2 years of help desk/call center experience
* Minimum of 2 years of experience with Incident and Problem Tracking Service Management software
* A+ certification
* Network+ certification
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