Diagnose and resolve technical issues, including but not limited to branch video and phone systems, access issues across multiple platforms, and data connectivity for remote users.
Deliver high-quality support via phone, guiding users through technical solutions while following a structured knowledge base.
Handle password resets, "how-to" questions, and general inquiries about supported systems.
Identify, document, and analyze trends to support effective problem resolution and prevent recurrence.
Assess and prioritize work based on severity, urgency, and impact.
Follow escalation protocols to ensure unresolved issues are addressed promptly.
Maintain detailed and accurate records of daily activities, system functions, and user interactions.
Assist with additional tasks as assigned.
Requirements
Associate degree in computer science or related field OR 2 years of related work experience
Previous experience in a call center environment preferred