Contact Center Specialist - Senior Analyst / Associate

• Desktop, laptop, and mobile device support – simple and complex

• diagnostic and problem resolution

• hardware and software upgrades and installations

• A working knowledge of VMware, VDI, Workspace 1

• Citrix knowledge a plus

• Interface directly with end-users of technology to resolve issues and provide guidance and best practices on the use of technology to improve their business via phone, chat, email, etc.

• Provide consultative and proactive services to end-users, agency technicians, and home Office partners, on appropriate uses of technology.

• Coordinate/support projects under the guidance of organizational leaders and project managers technical planning for the delivery of current / future technologies

• Work with a continuous improvement mindset, looking for opportunities to suggest practical improvements to existing programs and procedures.

• Works with a focus on teamwork and collaboration to achieve established goals and objectives.

• Customer education and consulting

• Fulfil basic audio-visual support.

• Fulfil basic printer support.

• Proactive hardware/software cross training and research

• On Call status 24/7 including major holidays

MUST:

• Have the ability to work autonomously and be a key contributor to a team

• Be professional and courteous.

• Continue to grow and develop your professional and technical skill sets.

• Handle projects or work with defined scope in own discipline 

• Solve problems in own specialty area.

• Make worthwhile improvements to existing programs, and procedures.

• Make practical suggestions for improving work processes in own area.

• Work for consensus and contribute to the achievements of work group goals.

• Individual typically has at least 3-7 years of related experience

• High School degree required.

• Two plus years customer service experience

• Above average knowledge/proficiency of Microsoft operating systems, applications, tools/utilities 

• Working knowledge of Mac OSX operating system 

• Good oral and written communication skills 

• Proven strong organizational skills, attention to detail and ability to multi-task is required.

• Strong dedication to maintaining professional relationships with users and outside vendors. 

• Ability to learn new technology quickly (both infrastructure and application)

• Ability to work effectively with all organizational levels individually and as part of a team, and to communicate effectively with all levels of management and staff. 

• Ability to remain calm under pressure and deal with stress associated with a fast-paced work environment. 

• Ability to take the lead on projects and problems when requested or as appropriate, to make sound decisions and take the initiative to anticipate user needs. 

• Flexibility and adaptability to changing situations. 

• Experience with documenting processes and workflows 

• Experience working with vendors on troubleshooting issues.