About the Role
<div id="ContentSection11_pcContentSectionMainPanel" ><table border="0" cellspacing="0" cellpadding="0" id="ContentSection11_pcContentSectionConatinerTable"><tbody><tr><td valign="top"><div id="ContentSection11_pnlContainer"><div id="PNL_REQ_DESC"><table border="0" cellspacing="1" cellpadding="2"><tbody><tr><td colspan="4">Short Description: <br />IT ServUs Desktop Phone Support <br /><br /></td></tr><tr><td colspan="4">Complete Description: <br />Provides customer technical phone support by collecting trouble tickets, analyzing issues, carrying out solutions, escalating issues, and tracking to completion. The preferred candidate must be able to communicate problems/issues to customers in a non-technical manner. The preferred candidate must have excellent verbal skills in order to explain directions and provide basic communication to the customer in a clear and concise manner. The preferred candidate must have strong customer service and troubleshooting skills. The candidate must be able to work as a team member independently. <br /><br />Important: This position is for a part time shift-based work. Because the call center is open 24x7, the candidate may be required to work other designated shifts including evenings, holidays, and weekends. The candidate may also be required to work longer shifts (8-hours or 12 hours) or earlier shifts on a needed basis. <br /><br />The preferred candidate will be subject to written and scenario based testing in: Customer Service, Microsoft and Mac proficiencies. <br /></td></tr><tr><td colspan="4">Behavior Characteristics: <br />Must be composed in the face of client distress and hostility. Must have excellent verbal communication skills</td></tr><tr><td colspan="4"> </td></tr></tbody></table></div></div></td></tr></tbody></table></div><div id="ContentSection14_pcContentSectionMainPanel" ><table border="0" cellspacing="0" cellpadding="0" id="ContentSection14_pcContentSectionConatinerTable"><tbody><tr id="ContentSection14_HeadingSectionRow"><td id="ContentSection14_HeadingBackgroundCell" ><table border="0" cellspacing="0" cellpadding="0" id="ContentSection14_HeadingTable"><tbody><tr><td id="ContentSection14_HeadingTextCell" valign="middle"> Required / Desired Skills </td><td id="ContentSection14_SectionHeadingEndImageCell" valign="middle"></td><td id="ContentSection14_pcHeadingAdditionalContentOnLeft" > </td><td id="ContentSection14_CollapseButtonsCell" align="right" valign="middle"><div> </div></td></tr></tbody></table></td></tr><tr><td valign="top"><div id="ContentSection14_pnlContainer"><div id="PNL_REQ_SKILLS"><table border="0" cellspacing="1" cellpadding="2"><tbody><tr><td colspan="4" valign="top"><table border="0" cellspacing="0" cellpadding="2" width="525"><tbody><tr><td >Skill</td><td width="1"></td><td >Required / Desired</td><td width="1"></td><td >Amount of Experience</td><td width="1"></td><td >Expertise Rating</td></tr><tr><td >Call Center Operations experience Tier 1 phone support</td><td width="1"></td><td >Required</td><td width="1"></td><td >3 Years</td><td width="1"></td><td >3 - Expert</td></tr><tr><td >Remedy Call Tracking System or equivalent</td><td width="1"></td><td >Required</td><td width="1"></td><td >1 Years</td><td width="1"></td><td >2 - Proficient</td></tr><tr><td >Bomgar Remote Control or equivalent Remote Control software</td><td width="1"></td><td >Required</td><td width="1"></td><td >18 Months</td><td width="1"></td><td >2 - Proficient</td></tr><tr><td >AVAYA ACD Call Routing System or equivalent</td><td width="1"></td><td >Required</td><td width="1"></td><td >1 Years</td><td width="1"></td><td >2 - Proficient</td></tr><tr><td >MS Office 2007 and 2010 product suite support, troubleshooting, etc.</td><td width="1"></td><td >Required</td><td width="1"></td><td >2 Years</td><td width="1"></td><td >2 - Proficient</td></tr><tr><td >Microsoft's XP operating system, basic configuring and troubleshooting</td><td width="1"></td><td >Required</td><td width="1"></td><td >2 Years</td><td width="1"></td><td >2 - Proficient</td></tr><tr><td >Basic hardware/Printer/Application support, installation & troubleshooting</td><td width="1"></td><td >Required</td><td width="1"></td><td >18 Months</td><td width="1"></td><td >2 - Proficient</td></tr><tr><td >Mac OS X in a support and troubleshooting role</td><td width="1"></td><td >Required</td><td width="1"></td><td >1 Years</td><td width="1"></td><td >2 - Proficient</td></tr><tr><td >Mac for Office and/or iWorks</td><td width="1"></td><td >Required</td><td width="1"></td><td >1 Years</td><td width="1"></td><td >2 - Proficient</td></tr><tr><td >Hands-on experience w/AD or equivalent for pwd reset, acct creation, etc.</td><td width="1"></td><td >Required</td><td width="1"></td><td >2 Years</td><td width="1"></td><td >2 - Proficient</td></tr><tr><td >Parallels/Boot Camp/Fusion or other VM software</td><td width="1"></td><td >Highly desired</td><td width="1"></td><td >1 Years</td><td width="1"></td><td > </td></tr><tr><td >Help Desk or other related IT support experience</td><td width="1"></td><td >Required</td><td width="1"></td><td >2 Years</td><td width="1"></td><td >2 - Proficient</td></tr><tr><td >Customer Service skills</td><td width="1"></td><td >Required</td><td width="1"></td><td >3 Years</td><td width="1"></td><td >3 - Expert</td></tr><tr><td >Basic troubleshooting skills for XP and Mac environment</td><td width="1"></td><td >Required</td><td width="1"></td><td >1 Years</td><td width="1"></td><td >2 - Proficient</td></tr><tr><td >Mujst have excellent verbal communication skills</td><td width="1"></td><td >Required</td><td width="1"></td><td >0 </td><td width="1"></td><td >3 - Expert</td></tr><tr><td colspan="5"> </td></tr></tbody></table></td></tr><tr><td colspan="4"> </td></tr></tbody></table></div></div></td></tr></tbody></table></div>