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For your reference, we have included the original job posting below.
Technical Support Specialist
Job Number:
26804799
Company Name:
Peckham, Inc.
Job Location:
Lansing, MI US
Job Category:
Information Technology
Technical Support Specialist
Peckham, Inc. Job Description Position Title: Technical Support Specialist/Helpdesk Technician #1223Position Type: Full TimeDepartment: Technology & Information ServicesReports To: TIS Management TeamFLSA Status: Non ExemptBenefit Status: FullLocation: LansingPrepared By: TIS Prepared Date: 08/19/10 Approved By: HR Approved Date: 08/22/10 POSITION SUMMARYUnder the general instruction of the TIS Coordinator, provide technical support and helpdesk services to the Peckham, Inc. user community resulting in first-level, direct problem resolution and exceptional customer service. DUTIES AND RESPONSIBILITIES Responsible for technical support and help desk customer service for the Peckham user community. Daily. Answer and process incoming user calls/work orders via telephone, email and TIS Department task and tracking systems to ensure courteous, timely and effective resolution of end user problems. Daily. Rate work order priority based on the level of urgency, as determined in accordance with business needs; seeking advisement from and alerting the TIS Manager and TIS Technical Supervisor of emergency issues when necessary. Troubleshoot work order issues through to resolution, which may require working at end-user work areas or using remote management tools. If a problem is beyond the experience of the Technical Support Specialist and/or extends to the network layer, a TIS Systems specialist or the Network Engineer should be consulted. Daily. Forward any work order issues that cannot be resolved or addressed to the TIS Coordinator for escalation. Monitor and test fixes to ensure technical problems have been adequately resolved, ensure that the end-user demonstrates the fix has resolved the issue before closing the work order. Clearly and consistently document technical user problems, TIS technician actions taken to resolve them and problem resolution within the trouble ticket tracking system, while simultaneously providing general status information and concise feedback to the end-user. Build, re-build, deploy, and maintain workstations to the user community, as required, using TIS Department work instructions and deployment checklists where appropriate. Weekly. Clearly document work instruction and include screen shots where applicable. Participate in TIS staff meetings and related sub-meetings. Observe and plan for better ways to provide TIS customer service for Peckham's user community - Daily Attend courses that improve Information Technology skills to better serve the user community - As needed13. Maintain a safe and clean work environment utilizing 5S workplace organization philosophy and methodology; this involves routine departmental maintenance, cleaning and organizing of TIS area and property. ANING: includes immediate workspace along with TIS Department and other areas as ANIZING: includes labeling all TIS equipment and property, logically straightening and storing items safely and securely, inventory of supplies, alerting appropriate TIS administrative staff about items that need to be purchased for the department. ist in 1-1 training with computer users (staff and team members) as needed.15. Utilize a collaborative team approach for all projects - Daily16. Promote Peckhams vision, values, and services to all team members and stakeholders - Daily17. Assist in maintaining organization wide quality standards - Daily18. Other duties as requested and/or IMUM QUALIFICATIONS:A. Customer Service: including customer-oriented telephone and email abilities that respond quickly, competently and patiently to computer user problems and/or requests.B. Communication: ability to communicate effectively with a wide-range, diverse user c Category: Technical Support
