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Technical Support Specialist II

2 months ago

Dublin, Ohio, United States Community Choice Financial Family of Brands Full time
Job Overview

The Community Choice Financial Family of Brands is in search of a Service Desk Tier 2 professional to deliver exceptional support for personal computers, various equipment, software applications, and network connectivity, while ensuring a high standard of customer service and effective resolution on the first contact.


Key Responsibilities

  • Document customer interactions, issues, and requests using the company's issue tracking system.
  • Maintain accurate documentation, follow up promptly, escalate appropriately, and resolve reported issues efficiently.
  • Serve as the primary liaison between customers and the IT department.
  • Follow established workflows and service level agreements to ensure timely issue resolution.
  • Leverage the IT knowledge base for troubleshooting and researching customer inquiries, sharing insights with both customers and colleagues.
  • Participate in testing of proprietary applications as needed.
  • Physical requirements for this role include the ability to remain stationary, move freely within the office, and operate mechanical controls such as a keyboard.
  • This is a full-time position that necessitates some in-person attendance, including evening and weekend shifts.

Qualifications

  • Associate's degree or equivalent professional experience.
  • A minimum of one year of relevant experience in a customer service setting is required.
  • Preferred certifications include Microsoft Certified Professional, Network +, and/or A+ Certification.

Preferred Skills and Qualifications

  • Strong understanding of common desktop operating systems, software, and hardware products, including Windows XP, Outlook, Internet Explorer, Office 2003/2010, Dell PCs/laptops, and network printers.
  • Familiarity with Active Directory and experience with basic functions such as permissions and password resets.
  • Experience in basic network troubleshooting within an enterprise environment.
  • Knowledge of Citrix and Citrix Management Console is advantageous.
  • Basic understanding of Exchange is a plus.
  • Must possess strong teamwork abilities and excellent customer service and communication skills.
  • Ability to adapt to changing priorities and circumstances is essential.