IT Call Center Agent

4 weeks ago

Phoenix, United States Abacus Full time

Assignment View Sector State of AZ Contract Number CTR060284 Contractor's Work Location AZED Position Title IT Call Center Agent Labor Category Business Operations Job Category Administrative Number of Positions 1 Job Level 1 Submittal allowed per staffing agency 3 Priority Submittals allowed for this Requisition 200 Assignment Type Temporary Driving Required? No Is a Fingerprint Clearance Card (FPCC) Required? No If Driving is Required, an MVR is required N/ Is this role located on-site, hybrid, or remote? Hybrid Work Location Address 1535 W. Jefferson Street, Phoenix, AZ, 85007 ssignment Details Target Start Date 08/26/2024 Target End Date 06/13/2025 Shift 1st Shift Work Schedule Standard Tentative Shift Start Time 8:00 AM Tentative Shift End Time 5:00 PM Staffing Agency NTE (Not-to-Exceed) Bill Rate $27.50 Rate Unit Hour Estimated Regular Hours/Week 40.00 OT Expected Yes OT Rate Straight Time (Exempt) Travel Required No Estimated OT Hours/Week 0.00 Travel % Travel Description(Domestic/International) Security Clearance None Position Details Drug Screen No Background Checks Yes Position Description The Arizona Department of Education (ADE) is seeking an Information Technology (IT) Call Center Agent to provide support for internal and external ADE customers. This position will report to a high-volume call center environment as the initial point of contact and representative for IT. POSITION SUMMARY: The candidate will be responsible for answering phone calls and emails to support all inquiries regarding ADE technology issues. Issues include connection and access issues to all ADE supported application systems and services including, but not limited to, Common Logon, ADEConnect, and the Service Desk. RESPONSIBILITIES: Manage and assess all incoming phone and email inquiries from ADE technology stakeholders to provide resolution, transfer, or escalation. Service request management including ServiceDesk Support Tickets, Inbound/Outbound Phone Calls, and Inbound/Outbound emails Participate in conversations and document concerns regarding identifying trends and resolutions for ADE technology stakeholders related matters Participate in weekly team huddles and online or in person team meetings when required Other duties as assigned as related to the position Skills Required Knowledge in: Service request management Service request tracking software Thorough understanding of IT Tier I support and escalation procedures Thorough understanding of issue triage and documentation Customer service principles and practices General knowledge of vendor technologies, in-house developed applications An Associate's degree or one year of experience in IT support (or equivalent working experience) is required Skills in: Proper phone etiquette Effective listening skills Clean and concise written and verbal communication skills Analysis, Evaluation, and Problem Solving Researching, reading, and interpreting a wide variety of technical data Intermediate skill in using Microsoft Outlook, Word, and Excel Ability to: Develops and sustains productive customer relationships. Identifies and understands issues, uses information from different sources to draw conclusions; identifies appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences Practices effective conflict resolution Effective use of time-management and independently motivated Work with non-technical customers with a professional and courteous manner Ability to apply problem-solving skills and initiate corrective action Work independently and/or collectively and adapt to changing environments and new technologies with colleagues, clients, and team members Communicate technical information in simple written and oral form to technical and non-technical staff/users Skills Preferred Experience Required 1 or more years of IT Call Center Experience Experience Preferred Experience with Genesys Cloud Call Center Education Required Bachelors in a job-related field Degree Equivalency: 4 years job related work experience or Associate's and 2 years job related work experience Education Preferred dditional Information LOCAL PHOENIX CANDIDATES ONLY Candidates should apply with the ability and willingness to work in-office up to five days per week as business needs necessitate.

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