Digital End User Services Technician

Reinhart Boerner Van Deuren is looking for a skilled Digital End User Services Technician to provide a professional touch to handle incidents and service requests from our internal customers. The Digital End User Services Technician is responsible for taking first level calls and responding to tickets for break/fix related incidents or service requests. Technicians are responsible for creating tickets from calls to the service desk, capturing information to assist with resolving the callers' query or request, and escalating to the next level when appropriate. The Digital End User Services Technician must identify the correct team or department to route service requests to when they are unable to resolve. Incident escalations will follow the escalation process to meet SLAs. You will be the first line of support and the face of the firm’s service organization. Customer service skills, positive attitudes, and collaborative mindsets are necessary!

Essential Duties and Responsibilities:

• Provide first level contact and convey resolutions to customer issues.
• Properly escalate unresolved queries to the next level of support.
• Track, route, and redirect problems to correct resources.
• Update customer data and produce activity reports.
• Walk customers through problem solving process.
• Follow up with customers, provide feedback and see problems through to resolution.
• Utilize excellent customer service skills and exceed customers’ expectations.
• Ensure proper recording, documentation, KB creation, and closure.
• Recommended procedure modifications or improvements.
• Preserve and grow your knowledge of help desk procedures, products, and services.
• Leverage training and growth opportunities to stay current with relevant technologies and service management skills.

Education: Associate's Degree

Experience: One to Three Years

Other:

• Must possess active listening skills when communicating with internal customers.
• Attention to detail when recording information about incidents or requests.
• Able to define problems, collect data, establish facts, and draw valid conclusions
• Ability to maintain composure in demanding situations.
• Proven working experience in providing Help Desk support.
• Working knowledge of help desk software, databases, and remote-control software.
• Strong client-facing and communication skills.
• Advanced troubleshooting and organization skills.
• Ability to prioritize tasks and efficiently manage time.
• Customer service orientation.
• ITIL Foundation certification or similar ITSM certification
• Associate degree in a computer related program.
• Reliable transportation and ability to be in the office.
• Strong oral and written communications skills.
• Ability to respond effectively to inquiries or complaints.
• Able to develop, maintain, and promote strong internal and external relationships.
• Can maintain professional (business casual) dress and grooming.

A. Physical Demands and/or Work Environment:

While performing the duties of this job, the employee must be able to use a keyboard, calculator, and telephone. Frequent sitting, talking, hearing, and occasionally stand, stoop, kneel, crouch, crawl, lift 20 lbs., and an ability to adjust vision for close vision work. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.