| Company | : | Miles Consulting Corp |
| Company URL | : | http://www.milesconsultingcorp.com |
| Contact Name | : | Sonja Lienhard |
| Position Type | : | Full-Time |
| Salary | : | DOE |
| Experience | : | |
| City | : | Folsom |
| State | : | CA |
| Country | : | USA |
| Zip | : | 95630 |
| Contact | : | resumes@milesconsultingcorp.com | | Description | : | Provides single point of contact, first level information technology support to customers. Responds to request for assistance from telephone calls and email messages by troubleshooting problems and, when necessary, coordinating solutions from a variety of other IT resources.
Answers, evaluates and prioritizes incoming telephone, voicemail, email and in-person requests for assistance from clients experiencing problems with hardware, software, networking and other computer-related technologies including the telephone system.
Interviews user to collect information about problem and leads user through diagnostic procedures to determine cause.
Handles problem recognition, research, resolution and follow-up for routine client problems.
Following an established escalation process, solves or refers major issues to appropriate support group.
Logs all customer questions and problem incidents in a knowledge base and tracks them through to resolution. This includes timely recording of problem symptoms and status information. Track It is the current application to be used for these functions.
Changes and assists users with passwords, access to various resources; assists with creating and modifying user accounts.
Configures and deploys new or replacement systems and install applications for end users making use of the new user set up document provided.
Provide daily report to management on activities and issues of the day
Other duties as assigned by manager.
|
| Experience | : | High school diploma, MS certification a plus
Minimum two years support experience in a Windows 2000 environment.
Proficiency in common computer applications including Microsoft Office Suite
Proven analytical and troubleshooting skills
Proven written and oral communication skills
Proven organizational skills around prioritization and delivery
Demonstrated customer service skills and ability to adapt to rapidly changing situations. |
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