Entry Level IT Support

Company: Computer Services Incorporated
Location: Amarillo
Posted on: June 23, 2022

Job Description:

Customer Technical Support
Location: Amarillo, TX; Oklahoma City, OK; Atlanta, GA
JOB SUMMARYCustomer Technical Support positions field front-line calls to appropriately determine support ticket details and assist users with routine issues for resolution. They assign and/or escalate tickets to the appropriate technical support group(s) as necessary for additional research and problem resolution. They also perform a variety of other support duties, which may include but are not limited to routine research; staging, and/or maintaining IT hardware, software, and/or related peripherals; and other customer-related technical activities to ensure expected operation of CSI products and services.KEY RESPONSIBILITIES

• Fields client phone calls, emails and create tickets; ensures all tickets are updated with accurate information.
• Performs research based on requests submitted by internal and/or external customers.
• Troubleshoots routine CSI product issues and provides issue resolution on servers, databases, and/or applications; escalates as necessary.
• Communicates technical issues and resolutions with customers in business terms.
• May build and/or rebuild workstations; assist with deployment as needed.
• May release updated software across various platforms.
• May monitor the CRM.
• May participate in disaster testing and recovery activities as required.
• Performs other duties as required.PRIMARY RESULTS ACCOUNTABLE FOR ACHIEVING
  • Quick, accurate resolution of technical support requests from CSI customers.
  • Achievement of Key Performance Indicators (KPI's) and adherence to Service Level Agreements (SLA) and expectations; assuring customer access and satisfaction with CSI products.
  • Maintains healthy client relationships and a feeling of value and reliability.
  • Customers have most recent software and hardware updates.
  • Test result data shared sent to appropriate internal department for analysis.JOB REQUIREMENTSEducation & Certifications:Technical education or job knowledge equivalent to a two (2) year college or trade school.Experience:The minimum amount of relevant work experience required to successfully perform the job, is at least one (1) year.Required Skills:
    • General understanding of hardware and software support.
    • Written and oral communication skills with a focus on customer service.
    • Reasoning, analytical, and troubleshooting.
    • Time and project management with the ability to multitask and meet SLA expectations.
    • Teamwork and collaboration.
    • Basic computer and technical skills (e.g., basic SQL preferred).
    • Basic mathematical skills.
    • Administrative skills.
      CSI offers end-to-end technology solutions that range from core banking and Internet banking solutions to compliance monitoring and secure document management.As a company, we strive to deliver the best solutions the industry has to offer and back them with personal customer service that distinguishes us from the competition. Our efforts provide customers with a trusted technology partner, shareholders with a good return on their investment, and CSI employees with a great place to work.CSI also offers a competitive compensation package to include paid vacation, 401k, profit sharing, medical insurance to include dental and vision, and much more!For more information on CSI, visit our website at www.csiweb.com.
      CSI is proud to be an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability, veteran status, genetics, or any other legally protected basis.#LI-MZ1

Keywords: Computer Services Incorporated, Amarillo , Entry Level IT Support, Other , Amarillo, Texas