Customer Support Technician I
IMT
 |
Description
Our desire is to provide the APU community of faculty, staff, and students a place of support, and encouragement, to facilitate growth in the fast-changing and growing world of technology. We do this by having servant’s hearts, to strive to pass on the knowledge of what we know to develop self–sufficient and self-confident technology users. This person will be a member of a team that will provide quality customer service for technology services. Will be responsible for responding to technology service calls received by the Support Desk regarding hardware, software, and internet support.
Examples of Duties
- Provides quality customer service and performs other duties as assigned by the IMT Manager of Customer Support.
- Provides initial (Tier I) troubleshooting for hardware and software related computer problems, and coordinates provision of support for APU owned desktops, laptops, and standard peripherals.
- Provides initial (Tier I) troubleshooting for internet, remote access, and dial in access related questions and problems.
- Provides customer support over the phone and by email to the faculty/staff and students.
- Assists in increasing a user's knowledge as a way to enable users to troubleshoot/resolve issues independently.
- Attends and participates in IMT forums and meetings.
- May need to work flexible hours outside of traditional business hours.
- Coordinates evening work with Student.
- Sends out Mailers weekly
- Assists in the completion of OLA’s
- Performs other duties related to the position as requested by the supervisor.
Education
Bachelor’s degree or equivalent, computer field preferred.
Experience
Three to five years of computer customer service experience.
Skills
Organization, ability to make quick decisions, attention to detail and
accuracy, knowledge of business procedures and etiquette, agreement with APU mission, able to set priorities, interested in learning office automation. Must have knowledge of Microsoft products, windows, word processing, internet, and web experience. Desire to serve others well, cheerful, self-motivated, flexible, ability to respond/meet deadlines, ability to quickly grasp the whole picture without being told, ability to act quickly, able to remain calm, spiritually mature, sense of humor, and respectful of others. Able to work as part of a team or independently, able to work well with all types of people, good communicator, ability to take direction, patient with other points of view, able to handle problem behavior from others without taking it personally, and ask questions to identify needed information.
Details
Full-time position. Salary to be determined based on qualification and experience. Excellent benefits.
Position will be filled based on funding availability
Position will be filled based on funding availability
View the application procedure ›
