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Position Overview

The Support Technician Level 1 is responsible for answering and entering all incoming calls and Service Desk emails in a timely manner and assisting clients with various systems’ issues. This includes advanced troubleshooting, prioritizing, and completion of assigned cases in a timely manner. The Support Technician 1 must demonstrate experience in a Support technician role (service desk or desktop support), a passion for technology, and a strong desire to help others in a fast-paced, hybrid and challenging environment.

Key Job Responsibilities

Customer Support

• Provide technical software, hardware, and problem resolution to users by performing question/problem diagnosis and guide users through step-by-step solutions over the phone or in person.

• Assist users in operating IT equipment, provide technical assistance and training, and recommend minor remedial actions.

• Act as a resource to other team members in the resolution of technical issues.

• Interact independently with users and meet all assigned user support and IT project commitments.

• Assist with functional testing of potential solutions, research, and hardware specifications.

Hardware/Software support and troubleshooting

• Interpret, analyze, diagnose, document, and resolve problems related to internal supported hardware and software within first call whenever possible.

• Diagnose and repair issues with computer hardware, software, and peripheral components such as monitors, keyboards, printers, desktops, and laptops and escalate issues that are unable to be resolved at level 1.

• Research support issues when resolutions are not readily attainable by checking available resources including, but not limited to: Service Desk ticketing system, and other online resources.

Credential management and administration 

• Use appropriate tools to create and manage user access for user accounts to internal applications.

• This group will also assist with credential management associated with employee additions, terminations, and job transfers.

• This role will also own and help troubleshoot user access related issues and manage the escalation process to the systems administration group.

Resolution life cycle

• Establish and maintain strong working relationships with the various Encore departments and operations team members within the technology operations group.

• Support technicians will own all operational support tickets from inception to resolution and will actively manage the escalation process to other groups.

• Will be the sole point of contact for business users on updates related to existing tickets.

Job Qualifications

• Bachelor degree preferred

• 1-3 years of customer service and computer support in a progressive technology environment

• A+ Certification and MCP preferred. 

• Candidate should have strong telephone skills.

• Candidate should have strong troubleshooting skills

• Candidate should have strong verbal, listening and written communication skills

• Basic understanding of computer networks and security processes.

• Experience with networked PC setup and installation 

• Experience identifying and resolving PC related problems 

• Experience building and maintaining positive user relationships

• Support of Windows and Microsoft Office products

• Ability to handle a large call volume while maintaining superior telephone skills

• Flexibility to accommodate Service Desk’s hours of operations, alternating after hours’ coverage.

• Strong written and verbal communication, interpersonal, and customer-service skills 

• Ability to prioritize work and work accurately under pressure of deadlines with frequent interruptions. 

• Ability to use analytical and decision-making skills to offer options and resolve problems in a variety of contexts.

• Ability to effectively  communicate with diverse groups of people at various levels within a professional, global organization

• Excellent problem solving skills; Clarifying, prioritizing, and resolving IT issues

• Knowledge of networking concepts

• Knowledge of Office365

• Physical ability to lift 30 lbs

• Self-directed, able to work with minimal supervision

Competencies

Deliver World Class Service

• Hospitality

• Ownership

Do The Right Thing

• Instills Trust

• Safety Conscious

Drive Results

• Action Oriented

See The Big Picture

• Tech Savvy

Value People

• Communicates Effectively

For more information on our Competency Group, refer to the Competency Based Talent Management page on Encore Connect by searching for the title or copy & pasting this URL Link (https://Encore.sharepoint.com/sites/HR/SitePages/Competency-Supported-Talent-Management.aspx). 

Work Environment

Office

Work is performed primarily in an office environment. Working times may include irregular hours and on-call status including days, evenings, weekends, and holidays. Team members must adhere to appearance guidelines as defined by Encore based in an office environment and when traveling, on an individual venue or a representation of venues in that city or area.

The above information on this description is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job.  While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.