Job Description:

Act as first point of contact with customers to respond to telephone and electronic requests for support as part of the Support Desk; typical issues include password resets, application functionality questions, basic user training, role based access, and processing and/or completing access requests.

Provide exemplary customer service while ensuring the on-going maintenance and development of positive customer relationships with team members and end-users.

Responsible for user account creation, deletion, and modification.

Enter, monitor, and update support desk tickets in the Tracking System trouble ticket system to track progress and resolution of customer issues.

Meet or exceed various service levels (SLAs) as established by assignment (calls per day, ETAs, on-time response, administrative call closure, customer satisfaction).

Update intranet content as necessary.

Install, configure, and support user equipment and peripherals.

Contact vendors directly with performance or outage issues.

Qualifications: Bachelor’s Degree preferred.

3-5 years’ experience in a technical user support environment. Strong trouble-shooting, problem solving, teamwork, interpersonal, relationship management, and communication skills.

Proficiency in Microsoft Suite of Products.

Must be able to move from problem identification to root cause analysis to change implementation to measurement of results. Must be action-oriented and process improvement biased.

Job Location: 231 Hill Road, Rome, New York 13441

Anticipated Start Date: 12/08/2021

Overtime? Yes

Year of Education Required: 4

Level of Education Required: Bachelors

Years of Required Experience: 3

Accept related experience? Yes

If yes: We are looking for 3-5 years experience in a similar role

Are you on a public transportation route? Yes

Is a driver’s license required? Yes

Salary Range: $22.12

Address: 231 Hill Road, Rome, New York 13440

Contact: Michael Paolillo

Email: michael.paolillo@americu.org

Phone: (315) 356-3172