Job Posting for Technical Support Assistant at The Emily Program
This is a Full Time, 1.0 FTE, Days position. Candidate must reside in Columbus - Cleveland, Ohio area ** Position Summary: The Technical Analyst role acts as the primary, first point-of-contact for all IT Support related requests and/or questions. This position is responsible for responding to, troubleshooting to resolution, routing, and tracking all incoming tickets from TEP staff requesting IT Support assistance. Measurements for success include meeting service-level-agreements (SLA) % rates for resolving or re-routing incidents, meeting guidelines of the Core Responsibilities matrix, and positive staff feedback. ** ** Responsibilities:
As primary point-of-contact for IT Support team, respond to all end-user telephone and email requests for technical support in a timely manner:
Provide routine and basic technical assistance (Tier 1) to end-users across the organization.
Track and monitor incidents to ensure timely resolution, and accurately organize and document information relating to the request.
Communicate effectively with end-users via telephone and email to keep them informed of the status of their requests.
Escalate more complicated technical support issues to appropriate IT Staff.
Ability to recognize and triage incidents according to established priority levels, and communicate urgent needs to appropriate IT Staff.
Provide 24/7 coverage for all IT Services during on-call shift.
Communicate effectively with IT Support team members, and ensure all incident details are transmitted accurately and efficiently.
Conduct routine trainings in person on basic IT-related procedures, including new hire orientations to IT systems.
Develops and updates training materials and technical documentation as related to the needs of the business.
Communicate IT inventory needs to IT Support Supervisor for ordering needed items.
Performs all other duties as assigned.
Qualifications:
Associate’s (AA) degree in computer science or related area of study preferred.
2 years of experience in a customer service or support role is required; experience in a level 1 technical support role strongly preferred.
Customer service focus; positive attitude, warm and caring demeanor.
Excellent verbal and written communication skills that allow successful interaction with all levels of the organization.
Demonstrated experience explaining complex information in a simplified manner via telephone, email, and in-person
Intermediate level proficiency with all MS Office programs with ability to learn new programs and software as needed.
CompTIA A Certification preferred (or plans to obtain such within 1 year of hire date).
Competencies:
Strong attention to detail and commitment to quality.
Solid interpersonal skills with the demonstrated ability to develop and maintain productive relationships.
Demonstrate initiative and exercise good judgement (e.g, in starting tasks, asking questions, identifying and discussing problems, ability to structure own work, stay on task).
Ability to prioritize and adapt to changing priorities.
Shows passion for our business, clients, and values.
Workplace Environment:
60% sitting, 40% standing/moving
Must have valid driver’s license, and be willing to travel across metro area on as-needed basis. Mileage reimbursement will apply.
Adheres to dress code standards; appearance is professional, neat, and clean
Salary.com Estimation for Technical Support Assistant in Beachwood, OH
$32,318 to $43,505
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