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Computer Support Specialist

Extension Service College – College Station, TX, US



Engineering, Information Technology, Design



Salary : $50000 - $70000  / YEAR

Job Description

The Computer Support Specialist provides positive customer experiences and solutions while supporting the TEEX Information Technology (IT) HelpDesk operations. This position interacts with customers, enters information into helpdesk software, provides basic IT support, escalates more complex problems and questions to level 2 tech support, follows up with customers, and ensures all requests are handled to the customers' satisfaction. This position reports to the IT Assistant Director.

Required Qualifications

Two years’ experience in the operation of computer equipment and software

One year experience in customer service

High School Diploma or GED

Valid Driver’s License

Other Requirements

n/a

Preferred Qualifications

Two years of experience in customer service.

Associate's Degree from an accredited college or university

Physical Requirements

Extensive use of telephone and computer/keyboarding, oral communication

Knowledge Skills And Abilities

Excellent telephone and customer service skills

Windows, MS Office and Outlook proficiency

Equipment

Standard office equipment: computer, telephone, multifunctional printer

Notifications

This position is security-sensitive.

This position may require up to 10% travel

Essential Duties, Tasks, And Percentages

NIS HelpDesk Administration - 50%:
Enter problems as tickets into helpdesk tracking system Triage urgency of customer requests and take appropriate action (phone, email, IM, etc). Route calls and problems to appropriate technician queue. Track ticket queues throughout the day, alert management to unusual situations. Conduct customer follow-up by phone or email to monitor and ensure high levels of customer satisfaction.  

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