IT Customer Service Representative

» IT Customer Service Representative
Information Technology
in Ocoee
, FL
Reference: 19-02052

Positions Summary:

Responsible for responding to inquiries and providing information to customers calling into the Information Technology office. Record all customer contact information in our service desk tracking resources. Evaluate situation, determine appropriate response and escalate to designated specialist/resource for resolution of customer‘s problem or complaint. Track issues escalated for resolution to ensure customer receives a timely response. Generally follow documented procedures and checklists. Occasional traveling required.

Duties and Responsibilities:

  • Install and configure information technology resources
  • Troubleshoot and may perform minor repairs to hardware, software, and peripheral equipment, using proven troubleshooting procedures
  • Responsible for access control and security administration (password troubleshooting and resets included)
  • Install, configure, and update software
  • Assist with the monitoring and tracking of inventory for the information technology cost center
  • Document inquiries concerning the use of audio-visual equipment including: microphones sound speakers, video screens, projectors, video monitors, connecting wires and cables
  • Participate in team projects and assignments
  • Responsible for reading and following department’s procedures and policies
  • Responsible for understanding and enforcing the department’s policies and procedures
  • Responsible for documenting solutions to technology issues
  • Perform other related duties as assigned

Knowledge, Skills, and Abilities: 

  • Good verbal and written skills 
  • A+ Certified preferred 
  • Customer driven 
  • Detail-oriented 
  • Time management 
  • Active directory resource management 
  • Problem solver
  • Team player
  • Self-motivated 
  • Organizational skills 
  • Web or SharePoint

Education:

  • Associate degree or technical institute degree
  • Certificate in Computer Science, Information Systems, or related fields or equivalent work experience

Experience:

  • At least 2 years of work experience

Complexity:

  • Work independently or on a team