Hotline: 678-408-1354

Information Systems Technician II

Positions at the IT Specialist II level perform basic/intermediate information support tasks/assignments for supporting hardware and software products, video and network infrastructure equipment, or telecommunications infrastructure, software or hardware. The Information Systems Technician II will operate using procedures and apply innovative approaches to complete assignments. Complex issues are referred to Information Systems Technician III staff for resolution.

MINIMUM QUALIFICATIONS AND REQUIREMENTS:
Bachelor’s Degree is required

Requires 2-4 years of Information Systems experience

ITIL Foundations Certification desired

Requires ability to utilize the Company’s internet/intranet web site and available resources for data entry, reference and/or retrieval tasks

Proficiency in Microsoft products: Outlook, Project, SharePoint, Visio, Word and Excel

Ability to follow directions and prescribed procedures

Adherence to shift schedules and timeliness are key

Strong communication skills to clearly and concisely expresses ideas and disseminate information PRINCIPAL DUTIES AND RESPONSIBILITIES:

Provides comprehensive technical support services to support center customers.

Identifies and resolves intermediate computing problems including analyzing the problem, identification of appropriate resources, testing of proposed fixes and follow-up to ensure the problem has been resolved. Elevates unknown or unusual problems to functional lead or IT staff as applicable for resolution.

Manages own workload by applying understanding of team priorities.

Takes over incidents which cannot be solved with means of Level 1 support.

Works within Service Level Agreements, including but not limited to Average Speed of Answer, Average Talk Time, Abandon Time, Hold Times, etc.

Provides excellent customer service and demonstrates courtesy in all interactions.

Creates and submits detailed call logs documenting customer interactions that are accurate, thorough, and timely.

Confirms and updates customer profile information as needed.

Maintains assigned interfaces and functionality between data systems including functions such as troubleshooting, designing, and quality assurance.

Evaluates and selects solutions from established options; refers significant deviations from guidelines to supervisor for authorization.

Informs customer of needed repairs and answers basic questions. Ensures that customer understands and is satisfied with work completed.

Installs, programs, and operates equipment as necessary.

Proactively leads activities to ensure responsiveness to network and business system outages and other emergencies.

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Contact Us

Eltas EnterPrises Inc.
3978 Windgrove Crossing
Suite 200A
Suwanee, Georgia
30024, USA
contact@eltasjobs.com

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