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Technical Support Analyst for HDS

2 months ago

Bellevue, Nebraska, United States Tierpoint Full time
Position Overview

The HDS Customer Support Specialist plays a vital role in ensuring a superior customer experience for all HDS clients. This position encompasses responsibilities such as incident management, desktop assistance, and support for proprietary applications on a global scale. The HDS Support Analyst serves as the initial point of contact for incident resolution and collaborates with Service Specialists to deliver exceptional service to all HDS customers.

This role operates during day shifts.

Key Responsibilities
  • Deliver high-quality internal and external customer service aligned with Company values.
  • Handle incoming customer calls to initiate service tickets following the ITIL framework.
  • Utilize technical documentation to identify troubleshooting procedures for specific issues.
  • Coordinate service requirements with the appropriate service providers.
  • Assess the business impact of incidents and service requests on clients.
  • Assume full responsibility for all incidents and events until they are resolved and closed.
  • Monitor the ticket queue to ensure compliance with all contractual SLAs.
  • Proactively keep clients informed about their service status.
  • Maintain detailed and consistent documentation of incident or event notes in SolutionsDesk.
  • Collaborate with Support Specialists and/or Engineering teams to provide clear and comprehensive communication to customers regarding incidents.
  • Contribute to the development and maintenance of the HDS knowledge base to facilitate rapid incident resolution.
  • Uphold the highest standards of professional accountability.
  • Oversee internal customer systems and assist in troubleshooting efforts.
  • Update service tickets as necessary.
  • Utilize multiple ticketing systems when required to ensure optimal service delivery.
  • Manage customer and provider escalations to the appropriate personnel.
  • Foster a professional and positive atmosphere with both customers and colleagues.
  • Perform additional duties as assigned.
Qualifications
  • High school diploma or equivalent.
  • 0-1 years of experience in technical and client support within an IT environment.
  • Familiarity with computer components.
  • Typing speed of 45+ words per minute.
  • Ability to thrive in a fast-paced and occasionally stressful environment while managing multiple tasks.
  • Strong written and verbal communication skills are essential.
  • Excellent interpersonal skills to work effectively as a member of the Help Desk Services team.
  • Capability to coordinate and prioritize multiple tasks simultaneously.
  • Proven ability to achieve results under pressure in a client-focused environment.
  • Willingness to engage with clients in high-pressure situations.
  • Understanding of Microsoft Office Suite and Windows applications.
  • Familiarity with Internet Explorer.
  • Experience with Active Directory Manager for password resets is a plus, but not mandatory.
  • Relevant professional experience and knowledge to fulfill job responsibilities.
  • Exceptional verbal, written, and interpersonal skills.
  • Ability to prioritize and organize tasks effectively.
  • Capability to manage multiple projects concurrently.
  • Ability to work independently as well as collaboratively.
  • Capacity to operate in a dynamic, team-oriented environment with tight deadlines.
  • Proficiency in utilizing MS Office Suite and Windows-based applications.
Pay Transparency
TierPoint is dedicated to promoting pay equity and transparency. We provide a compensation range for roles that may be hired in locations with pay transparency laws. It is important to note that the pay range may be narrower than displayed, as various factors are considered in determining the offered compensation package, including skill set, experience level, geographic location, and other relevant factors.