Temporary Technical Support Specialist
Location: Omaha, Nebraska
Description: Farm Credit Services of America is presently looking of Temporary Technical Support Specialist right now, this position will be depute in Nebraska. Detailed specification about this position opportunity please read the description below. REPORTS TO: Director Technical Support
POSITION SUMMARY:
Facilitate timely and accurate resolution of customer inquirie! s and problems related to access and use of company online services. Also facilitate resolution of employees’ inquiries and problems related to network, PC and smartphone-based hardware, and PC and web-based software. Conduct technical work in the testing and installation of new and existing PC-based systems and smartphones. Assist with end-user communications to ensure timely updates about status of systems, upgrades and deployment schedules.
EMPLOYEES SUPERVISED:
None
DUTIES AND RESPONSIBILITIES:
Essential functions of the position include, but are not limited to:
1. Use automated call distribution phone system and software interface to retrieve and respond to customer and employee technology-related problems and requests, verbally or electronically. Use remote PC desktop access software to aid in problem identification and communication to the customers /employees.
2. Facilitate resolution of technology inquirie! s and problems by isolating variables contributing to the prob! lem, performing problem resolution steps within assigned permissions, accessible knowledge and subject matter expertise, and escalating when needed to appropriate internal resources and external service providers.
3. Document technology requests and problems in service desk system and uses that information to create knowledge accessible to end users and to conduct follow up activities as appropriate.
4. Respond to requests for new hardware, software and smartphones and coordinates installation/deployment to end user.
5. Ensure that hardware and software released to employees are fully licensed, tested and free from error prior to installation and that documentation on the changes are complete at the time of release. This includes writing and updating both technical and user technical documentation.
6. Develop knowledge in PC and web-based software. Propagate that knowledge and expertise to other team members through daily team collaborati! on and updating of technical knowledgebase.
7. Support and adhere to service desk best practices implemented as standard operating procedures or internal team processes.
Additional functions of the position may include:
1. Performs other related duties as assigned.
JOB SPECIFICATIONS:
Associates degree or equivalent experience in computer science, and one to two years experience using PC based business software, including Windows 7, iPhone and Blackberry mobile platforms, Microsoft Office 2010, SharePoint 2007/1020, PC desktops, laptops, wireless technology, laser printers, scanners and digital cameras.
Certification: Ability to pursue vendor hardware support certifications (e.g. IBM Premier) required. Ability to pursue HDI Support Center Analyst certification required. Ability to obtain relevant certifications within six months of employment.
REQUIRED DUTIES:
- Knowledge of customer! service philosophies and the role of information management; computer ! hardware, software, languages, environments and related matters.
- Ability to obtain working knowledge of Farm Credit System.
- Experience in documenting and tracking end user incidents through resolution in service desk system required.
- Communication, both oral and written; tact, diplomacy and skill in negotiating and mediation to arrive at solutions for projects.
- Skills in analysis and definition of Association needs, priorities or problems.
- Ability to work independently and complete tasks on a timely basis in an unstructured environment.
- Exercise leadership and judgment; analyze, evaluate and develop solutions to complex problems; make a positive personal impact on others; be innovative and creative and be logical and objective.
- Train, instruct and provide guidance to others.
- Interact positively with representatives of other associations, vendors and commercial entities.
Farm Credit Services of America customers, employees, vendors, service providers, internal/external auditors, FCA, FCCA, other districts, and consultants.
MENTAL AND PHYSICAL REQUIREMENTS:
- Operates a computer and related peripheral equipment proficiently and performs repetitive motions on computer for extended periods of time.
- Ability to reason, judge, compare, calculate, evaluate and critique such information as written materials, numerical data, responses to customer needs and/or other work related activities.
- Ability to complete work in an acceptable time frame and manage a variety of detailed tasks and responsibilities simultaneously and with accuracy to meet deadlines, goals, and objectives and satisfy internal and external customer needs related to the job.
- Understands and uses computer technology related to carrying out essential responsibilities of the job.
- Ability to operate telephone! and respond to calls and in-person inquiries.
- Ability to move! about the office with occasional reaching and bending.
- Ability to lift or move equipment up to 50 lbs. from one location to another.
- Ability to use computer. This involves reading the screen and keying/typing information.
This document does not create an employment contract, implied or otherwise, other than "at will" employment relationship.
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If you were eligible to this position, please give us your resume, with salary requirements and a resume to Farm Credit Services of America.
Interested on this position, just click on the Apply button, you will be redirected to the official website
This position will be started on: Tue, 06 Aug 2013 14:25:41 GMT
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