At C Spire, we are customer inspired. Every C Spire team member is charged with delivering world class experience to every customer. Every C Spire team member is charged with living the brand. The Help Desk Specialist role provides phone and remote technical support to various C Spire Business customers in their market and throughout the Southeast. Previous inbound call phone support experience is highly desired. More importantly, we are looking for an individual who is eager to learn, highly customer focused, patient, an effective communicator, self-initiating, has a positive attitude, and is able to prioritize and execute tasks without micro-management. The role will involve basic desktop and systems administration.
Create and manage Service Requests, Incidents, and Problems through a ticketing system.
Answer inbound service calls to ensure minimal abandoned calls.
Administer the ticketing system:
Verify tickets are dispatching according to policy.
Verify ownership of tickets.
Verify tickets are filled out accurately.
Troubleshoot and administer Windows based applications, Operating Systems (desktop and server), and Server Roles (AD DS, DHCP, DNS, DFS, Print Server, File Server).
Perform virus and malware remediation.
Perform computer build outs.
Troubleshoot WiFi/network connectivity.
Perform any other task or duty as assigned or required.
Candidate imust have a High School graduate or GED recipient.
a minimum of 1 year of experience in an inbound, customer support role OR in a job supporting Windows Desktops and/or Servers.
Preferred Experience or Training
Inbound Call Experience
Experience providing remote support in a Call Center environment
Associates Degree in an IT field
Windows 7, Windows 8, Windows 10
Server 2008, Server 2012, Server 2016
Exchange 2010, Exchange 2013, Office 365
Microsoft Office Suite
Citrix XenApp, Citrix XenDesktopProficient in written and oral communication (English).Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Attention to Detail
Written/Verbal communication proficiency
Accountability & Dependability
Adaptability and flexibility
Development and Continual Learning
Ethical ConductThis position has no direct supervisory responsibilities of personnel but is expected to supervise work on the primary support board to ensure alignment with C Spire Business' processes.In most cases, work will be performed in a climate-controlled office space.
Candidate should be able to lift 75 pounds. Job will require sitting for long periods of time, and may occasionally require bending, lifting, and driving.This is a full-time position for five, 8-hour days (40 hours total). A one-hour lunch break is provided. Shift start times range from 6:00 AM Central to 9:00 AM Central.This position requires less than 1% travel. No overnight travel should be expected.
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