Are you a skilled PC technician with a passion for helping people? Looking for a junior/associate-level IT job with the flexibility to suit your needs? If so, we want you on our team! We are DOTComm, the IT Shop for Douglas County and the City of Omaha. Continue reading to learn more about this part-time opportunity today!

POSITION SUMMARY

This position is responsible for answering service desk calls, creating tickets, providing basic support to customers on technology requests/incidents, and accurately documenting the call and resolution. Escalates tickets to next-level technicians as needed and communicates system outages to management. The position also requires excellent judgment in customer service, customer relations, and teamwork.

REQUIREMENTS

Education
Minimum of a High School diploma or GED required.
Experience
Minimum of two (2) years’ experience in a customer service support role with 1 year providing desktop/laptop device support using current technologies.
Certificates & Licenses
Related industry certifications are a plus!

Other Requirements

• Working knowledge of the internal components of a device and how to diagnose hardware issues
• Experience with Windows 7, 10, and 11 platforms, MacOs, iOS, and AndriodBasic Knowledge of Active Directory and Remote Support Tools
• Ability to communicate effectively, both orally and in writing, in a constructive manner
• Help desk ticket system experience preferred
• Ability to maintain a high level of organization and attention to detail while remaining flexible and responsive when faced with multiple urgent requests
• Ability to provide technical support over the phone; effective phone skills, professional demeanor
• Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations
• Must be available for emergency call-in, weekends, holidays, and varied hours as required

• Utilizes service management tools, following established policy and procedures, to track and document issues, requests, incidents and projects. Performs follow up to ensure issues, requests and incidents are resolved.
• Enters time (worked and non-worked) for tickets and projects on a daily/weekly basis ensuring all time is documented according to procedures and processes.
• Performs first level phone, remote control and break-fix support on customer hardware and software. This includes customer support and training on device and software use, installing software, assisting with new customer setups, troubleshooting IMS issues, and completing preventive maintenance on desktops and pc’s.
• Opens, closes, assigns to responsible area, and escalates incident and service tickets to include a detailed description of the request or incident, contact information and any designed timelines.
• Troubleshoots basic network connectivity situations that include the following: releasing/renewing IP addresses, releasing/renewing DNS leases, setting up DHCP addresses for printers, desktop workstations, laptops, wireless devices and other PC infrastructure components to ensure operability and to meet service and performance requirements.
• Assists customers with email set-up and troubleshooting on mobile devices.
• Resets and unlocks user passwords and active directory accounts as required.
• Researches and utilizes the knowledge base to resolve customer and technical issues.
• Provides and updates system documentation to facilitate on-site troubleshooting and provide limited system training for users.
• Identifies and communicates business critical system outages and escalates via established protocols.
• Follows established procedures to ensure repeatable results and to offer suggestions for improvement.
• Performs other related duties as assigned.