Support Center Analyst/IT Support Assistant

at  Millennial Tech

This role provides primary tier one telephone and remote support for user technologies. Process work in queued ticketing system, closing or escalating tickets and issues, documenting resolution in ticketing or knowledge management system to help resolve similar problems more quickly in future. May serve as backup for walk in or field support. May help with light repairs or providing support for internal IT related services. Diagnose and resolve computer related problems in hardware, applications, and operating systems, including issues related to installations and configurations. Provide primary support to resolve issues relating to computer and printer repair. Ensures documentation is accurate and updated regularly. May monitor computer lab resources and computing environment for errors and ensure optimum up time of resources. Track all client interactions and document work process. May support students users in computer labs. Identify opportunities to improve customer satisfaction, technology, and processes and contribute to a team environment by working collaboratively. Requires experience troubleshooting tier one Mac and Windows OS and related experience supporting email and desktop applications.

Responsibilities:

• Monitor incoming service channels and ticketing system, and respond to customer requests in a timely manner
• Manage a high-volume, fast-paced work queue filled with shifting priorities and many simultaneous pieces of work; maintain detailed and accurate ticket information
• Troubleshoot and permanently resolve technical issues related HBS-managed hardware/software, and create/use knowledge articles to aid in resolution
• Stay in close communication with customers on all open work, set and maintain appropriate expectations throughout interactions, and deliver superior customer satisfaction
• Proactively escalate customer service issues, trends, and suggestions for product/process changes to senior peers or management
• Work to consistently meet team key performance indicators and queue management guidelines
• Assume additional responsibilities as required

Job Requirements

• At least 1-3 years of relevant experience
• Some kind of previous support experience, especially on the phone – This assignment will be phone heavy
• Familiarity with academic or academic medicine populations is a plus
• Familiarity creating/working with support tickets

The position is up to 35/hours per week for 90 days, at a rate of up to $30/hour depending on experience. Due to the high volume of applicants, only qualified applicants will be contacted

• Monitor incoming service channels and ticketing system, and respond to customer requests in a timely manner
• Manage a high-volume, fast-paced work queue filled with shifting priorities and many simultaneous pieces of work; maintain detailed and accurate ticket information
• Troubleshoot and permanently resolve technical issues related HBS-managed hardware/software, and create/use knowledge articles to aid in resolution
• Stay in close communication with customers on all open work, set and maintain appropriate expectations throughout interactions, and deliver superior customer satisfaction
• Proactively escalate customer service issues, trends, and suggestions for product/process changes to senior peers or management
• Work to consistently meet team key performance indicators and queue management guidelines
• Assume additional responsibilities as require