Job Description

Job Description Job ID:20003781
Windstream is considered an essential business and we are HIRING NOW. As our company responds to COVID-19, the safety and wellbeing of our employees, customers, partners and communities is our top priority.

The Support Desk Representative I/II delivers quality support and assistance to internal users while working to achieve departmental Service Levels. As a member of the IT Support Desk, the Representative responds to incoming requests via supported channels (phone, portal, chat) and documents all work in designated ticketing system. Work is technical in nature and may require various troubleshooting techniques but also demands a strong customer service orientation to communicate effectively with both technical and non-technical users.

80% of the scheduled work time will be interfacing with users via phone, email or chat to respond to and address inbound contacts.

Essential Functions:

* Provide first level response and support services for incoming contacts to a high-volume IT Services team.
* Resolve technical problems and answer questions received via Inbound channels (telephone, ticket portal or Chat).
* Perform hardware diagnostics and coordinate repairs as needed.
* Research and troubleshoot end-user issues and provide documented solutions to those issues.
* Create, update, and resolve all issues within the trouble ticket tracking system(s).
* Ensure a timely resolution and/or escalate non-resolvable issues to other teams as appropriate.
* Alert senior team members and/or management to recurring issues and problem patterns. Work with other internal teams to keep them informed of on-going issues.
* Perform miscellaneous technical and administrative tasks in support of the LAN or PC environment.

Skill/Requirement and Experience

* Excellent working knowledge of PC software and hardware.
* Experience on a multi-tiered Service Desk with a track record of increased knowledge and skills in a technical support role. Relevant experience in these areas: network connectivity issues, VPN, Citrix, software applications, desktop peripherals, network account management, and hardware related issues.
* Demonstrated track record of superb customer service skills and conflict resolution skills.
* Experience working in a ticketing system such as Remedy, Cherwell, Heat, ServiceNow and other industrial support systems.
* Associates or bachelors degree preferred; college hours focused in an IT curriculum or relevant work experience may be substituted
* Two to three years experience directly related to the position required

Job Requirements Minimum Requirements:
High School diploma or equivalent and 4 years experience with 3 years directly related to the job. College hours or a college degree may be substituted for some experience as deemed appropriate.

EEO Statement: Windstream is an equal opportunity employer. At Windstream, we celebrate the authenticity and uniqueness of our people and their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability and veteran status. The diverse voices of our employees fuel our innovation and our inclusive culture. Employment at Windstream is subject to post offer, pre-employment drug testing.