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Technical Services Representative

2 months ago

Westborough Massachusetts, United States Connection Full time

Job Summary:

Connection is seeking a skilled and motivated IT Support Specialist to join our Technical Services division in Westborough, MA. As an IT Support Specialist, you will be responsible for providing front-line support to our end-users with a wide variety of IT and facilities issues.

Key Responsibilities:

  • Provide technical support to store and corporate end-users via phone, email, and in-person.
  • Perform basic core Request Fulfilment and Incident Management functions.
  • Act as a Contact Center Lead, providing workflow direction to support staff.
  • Review and approve new or existing Knowledge Management records.
  • Identify, create, and communicate Problem Management records.
  • Provide training and mentorship to new IT Support Specialists.

Requirements:

  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • 2+ years of experience in a retail call center environment.
  • Knowledge of Microsoft-based operating systems.
  • Basic understanding of desktop, laptop, and peripheral IT hardware setup and configuration.
  • Experience working in a call center environment using ITIL-based call center software.
  • A+ or ITIL Foundations Certification preferred.

Preferred Qualifications:

  • Experience in ITIL Service Transition or Operation methodologies.

Compensation:

USD $24.00/Hr. - USD $25.00/Hr.