Customer Service Advocate (Help Desk)

Description

Role is 100% On-Site  

Position Summary 

The Customer Service Advocate (CSA) will support NTG’s clients with IT user issues using various equipment and applications. The CSA is responsible for demonstrating service excellence to all customers while providing technical assistance on submitted tasks. CSAs will balance technical problem-solving skills, out-of-the-box thinking, and service excellence to ensure that customers become “Raving Fans”.

Essential Duties and Responsibilities

• The essential functions include, but are not limited to the following:
• Provide outstanding service to clients/customers, both internal and external.
• Handles incoming queries and helps requests from end users, via submitted Microsoft Dynamics cases, email, or phone.
• Assists end user with troubleshooting and resolving desktop, network and application-related problems including problems with passwords, printers, email, anti-virus programs and POS software.
• Takes detailed notes of the problem the user is experiencing and determines the steps that can be taken to get the issue resolved.
• Triages and/or resolves end-user problems within scope of responsibility.
• Escalates user support requests to higher-level IT resources, providing adequate notes regarding problem and the steps already taken to try to resolve.
• Assumes responsibility for customer service requests from open to close. 
• Maintains detailed records of user issues to help diagnose future issues. 
• Performs system tests and updates after troubleshooting takes place.
• Executes notification processes to management and clients during service disruptions and facilitate escalation.
• Configures computers and network devices.
• Maintains department-wide operations such as creating, editing and maintaining IT documents.
• Supports the creation of detailed documents on customer networks and systems.
• Provides on-site support if needed.
• Proactively monitors IT tools to prevent possible future user issues.
• All other tasks as assigned.

Requirements

Minimum Qualifications (Knowledge, Skills, and Abilities)

• High School education or equivalent required 
• 6 months to 1 year experience in a help desk 
• Knowledge of Windows PC hardware and OS support 
• Basic network, LAN & WAN, troubleshooting
• Strong professional skills when dealing with customers or partners 
• High level of interpersonal skills with demonstrated poise, tact and diplomacy 
• Must have excellent attention to details and good record-keeping skills 
• Excellent communication skills, written and verbal, with the ability to clearly communicate issues to all levels of management 
• Strong organizational skills and the ability to prioritize workload to manage goals and meet deadlines through collaboration and teamwork 

Preferred Qualifications

• Undergraduate education and work experience in entry level IT 
• Experience working in a call center environment  
• ITIL Foundations Certification
• CompTIA A+ or Network + Certification
• Active federal or DoD security clearance

Physical Demands and Work Environment 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate. 

Northern Technologies Group is an equal opportunity employer. We do not discriminate based on race, color, religion, sex, national origin, disability, age, or any other protected status under federal, state, or local law.

Travel

10%

Shift

This is a full-time position. Days and hours of work vary. Nights, evenings, and weekend work are required as job duties demand.

Note

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.  Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.