Client Services Technician

Position Purpose

The Service Desk Lead monitors and delegates work to the Service Desk to support and maintain Echo technology. This role serves primarily as an escalation point and infrequently as the first point-of-contact for end users reporting various IT problems. It is pertinent that this person demonstrate expert knowledge of all Echo business functions, applications and technology. They must exhibit strong communication skills in all customer and team interactions and offer exceptional customer support. They are responsible for ensuring that the Service Desk addresses all problems and solutions, and that they are escalated and communicated in a timely manner.

Essential Position Functions

Principle Accountability | Leadership

• Instill a disciplined and service-oriented approach to all work the Service Desk completes
• Practice positive interactions - lean on encouragement in place of judgment
• Participate in the recruitment, evaluation, corrective action and professional development of the Service Desk
• Prioritize and delegate incidents and project work to the Service Desk team
• Develop and document new processes and initiatives to improve the efficiency and shape the direction of the Service Desk
• Develop and maintain a work schedule with full coverage during Service Desk operating hours including phone rotation, time off coverage, etc.
• Act as 3rd tier escalation for the advanced troubleshooting of complex support requests

Principle Accountability | Team Management

• Act in the interest of the overall team
• Advocate for the needs and success of the Service Desk team
• Maintain an attitude of commitment through an outward display of willingness
• Create and maintain a positive working relationship within the IT and end user communities
• Take ownership over the Knowledge Base and other information sources to ensure the smooth hand-off of projects and individual incidents
• Participate in and occasionally lead the refinement and execution of IT and team initiatives
• Impresses responsibility on others by displaying ownership in tasks

Principle Accountability | Customer Service

• Provide technical support to end users via telephone, email and remote access tools
• Monitor and measure the quality of the Customer Service delivered by the Service Desk
• Communicate effectively with both novice and proficient customers and end users
• Maintain a professional demeanor and positively represent Echo technology in all end user and customer interactions
• Advocate for the interests of end users within internal IT communications and meetings
• Deliver basic instructions and training, for all supported applications and hardware

Principle Accountability | Application and Desktop Support

• Administer user accounts through Active Directory, MS Exchange, Cisco Call Manager, etc. as well as other proprietary Echo applications for all on/off-boarding and position change requests
• Work closely with the QA team to confirm production defects and identify alternative solutions
• Maintain, troubleshoot and support all Echo hardware and applications including occasional imaging and workstation setup
• Craft and send alerts and updates to the business regarding technology changes and outages
• Facilitate the Problem Management process by obtaining and communicating problem details through the proper escalation channels with appropriate urgency

Position Requirements

• 1+ years of prior leadership experience
• 5+ years of prior application support experience (customer service/call center)
• 5+ years of prior desktop support experience (windows)
• Excellent knowledge of Windows 10, the MS Office Suite, VoIP telecommunications, Active Directory, and MS Exchange
• Excellent Problem Solving skills
• Excellent Time Management skills
• Exceptional customer service skills
• Excellent verbal and written communication skills.
• Self-managed, motivated and a team-oriented
• Ability to multi-task in a fast paced, fluid work environment
• Ability to follow tasks through to their completion with a high degree of accuracy and quality
• Bachelor’s Degree preferred

All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, or Vietnam era or other protected veteran.