What are the responsibilities and job description for the User Support Specialist position at Cogency Global?
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User Support Specialist - Denver, CO
Summary
As Cogency Global’s User Support Specialist, you will have the opportunity to work with a dynamic team, focusing on delivering technical solutions and resolving day-to-day technical challenges with an emphasis on business enablement and friendly customer service. You’ll be able to help guide our end-user computing needs. You’ll be in a position to make a positive impact on your colleagues’ productivity and happiness.
Our ideal candidate is patient, professional, fun-loving, a quick learning, a strong problem solver, and someone who can communicate effectively with technical and non-technical colleagues. Strong customer service skills are valuable in this role.
Responsibilities
- Work with our three-member end-user technical support team to maximize the value of our technology and minimize tech friction for our user community.
- Pickup support tickets within a reasonable time. Determine best course of action to get ticket resolved.
- Deliver issue resolutions and ensure responsiveness and resolution within SLAs.
- Assist with troubleshooting and solving technical problems and using those opportunities to document and help your team to be more self-sufficient.
- Manage your own work to be able to work tickets as well as project related tasks.
- Suggest improvements to processes, procedures, and checklists to help your team address technical issues with fidelity.
- Work with the User Support Supervisor, your manager, to plan work capacity and technology needs.
- Collaborate with other teams within IT and the company to solve problems outside your team’s area of expertise and when there are incidents that need additional oversight.
- Within 30 days, learn all company and IT policies, procedures, and develop rapport with your team.
- Within the first 60 days, take active role in the ticket lifecycle process. Develop rapport with other members of the Information Systems team.
- By the 90-day mark, you’ll be expected to communicate with colleagues outside of the Information System department and establish your credibility within the organization.
Requirements
To be successful in this position you will need to be smart, kind, friendly, a quick learner, self-motivated, thorough with an attention to detail, and natural with follow-up and follow-through. Our company operates on a hybrid in-office schedule; after your onboarding period, you’ll be expected to be in the office at least two days per week. Full time remote work is not an option for this position. Some travel to other offices around the USA is expected but no more than 10% of your time.
You’ll need the appropriate people and communication skills to deal with technology problems under pressure with humility, grace, humor, and confidence. Your team will need you to be a key piece in the team’s success and utilize your strengths to help keep things running smooth.
Additional requirements include:
- 2-year (or greater) degree or relevant experience in Computer Science, IT, Business, or a related major
- Working intermediate knowledge of MS Office 365, Windows 10 and Mac PCs, Active Directory user and computer management, and general PC and printer hardware support
Additional Information
Job Type: Full-time; M-F Hours: 8:00 a.m. - 4:00 p.m.
Salary : $50 - $55
