Temporary User Support Service

4 days ago

Piscataway, New Jersey, United States IEEE Full time $60,000 - $90,000 per year

The temporary support technician will provide support via phone, in person, web, email, chat and other channels as required to all levels of IEEE staff and is responsible for taking ownership of customer issues and seeing problems through to resolution.  Must ensure proper recording and closure of all issues and follow standard procedures for escalation of unresolved issues.  Responsible for supporting all working end nodes (PC, Macs, mobile devices, printers, etc) for all IEEE staff. This position must possess a good understanding of how the MAC platform integrates with a Windows based production environment.

Respond to / resolve all issues or requests within defined SLA's.  Accountability is documented in monthly statistical reports and from feedback from the user community and co-workers.  Work is performed with frequent interruptions and is subject to immediate response for service, competing priorities and emergency deadlines.  The User Support Technician I needs to be able to interface with non-technical users and instruct them on performing diagnostic procedures. 

This position must be able to work effectively remotely at home or in the office. The position may be subject to rotating shifts to accommodate coverage.

A bachelor's degree is required.

1-3 years of experience in Help Desk/technical support with knowledge of Windows and Macintosh troubleshooting, an understanding of networking essentials and strong customer service and communication skills. Excellent listening and questioning skills needed, combined with the ability to interact confidently with users in order to understand reported issues and communicate the resolution.

Diagnose, troubleshoot, and identify solutions to resolve customer issues. Leverage the use of remote support tools to assist end users with technical issues. Must be able to accurately record customer requests/issues in the tracking system of record, and manage a queue of open tickets, providing prompt and accurate feedback to customers. Install and configure computer hardware operating systems and software on both Windows and Macintosh.

Experience troubleshooting and maintaining Windows and Macintosh hardware and software, including but not limited to: Windows 10/11, Mac OS 10.x and higher, Microsoft Office, Chrome, Edge, Safari, Firefox, antivirus protection. Good analytical and problem solving skills, strong attention to detail. Must be able to communicate technical instructions to non-technical staff. Ability to handle changes, support, and maintenance in a real time environment, resolving issues within accepted service level agreements.

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