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IT Support Center Representative

2 months ago

Phoenix, Arizona, United States Abacus Full time
Position Overview:

The Arizona Department of Education (ADE) is in search of a dedicated IT Support Center Representative to assist both internal and external clients with their technology-related inquiries.

This role serves as the primary contact point within a bustling call center environment, representing the IT department.


Key Responsibilities:
  • Respond to incoming phone calls and emails, addressing all inquiries related to ADE technology.
  • Provide assistance with connection and access issues pertaining to various ADE-supported application systems and services.
  • Manage service requests through the ServiceDesk Support Tickets, ensuring timely resolution or appropriate escalation.
  • Engage in discussions to identify trends and solutions concerning ADE technology stakeholder issues.
  • Participate in regular team meetings, both online and in-person, as necessary.
  • Perform additional duties as assigned that align with the role.

Required Skills:

Knowledge in:

  • Service request management and tracking software.
  • IT Tier I support and escalation processes.
  • Issue triage and documentation practices.
  • Customer service principles and practices.
  • General understanding of vendor technologies and in-house applications.

Skills in:

  • Effective communication, both written and verbal.
  • Analysis, evaluation, and problem-solving.
  • Intermediate proficiency in Microsoft Outlook, Word, and Excel.

Ability to:

  • Develop and maintain productive relationships with customers.
  • Identify and resolve issues using information from various sources.
  • Practice effective conflict resolution.
  • Work independently and collaboratively in a dynamic environment.
  • Communicate technical information clearly to both technical and non-technical audiences.

Preferred Experience:

1 or more years of experience in an IT Call Center environment is preferred, along with familiarity with Genesys Cloud Call Center.


Education:

A Bachelor's degree in a relevant field is required. Equivalent experience may be considered.