GSD Tech Specialist

Ensures excellent customer satisfaction as a key touchpoint for IT within CWT. Provides 1st level technical support for applications and infrastructure services. Coordinates with internal IT staff to resolve technical issues and escalates if required. Primary source of user interaction, Phone support and Self Service Incidents

• Providing first level of support for end users through phone calls by:

• Probing and identifying the symptom of the issue

• Perform precise and concise troubleshooting
• Assisting and validating classification of the incident severity using knowledge articles
• Accurately recording incidents from callers.
• Providing initial triage and incident correlation to determine if a larger issue is occurring and escalating as needed.
• Accurately logging incident ticket.
• Directing user through Directory of Services for service requests.
• Validating with the Caller or business that the issue is fixed before closing the incident record, when appropriate.

• Clear tickets BIN at the end of the day as needed

• Engaging with Incident Management Coordinator as needed

• Creating a master ticket and assigning child tickets to the master ticket

Qualifications

• Experience & Education

• Associate's degree or Bachelor's degree in Computer Science, Business, IT, or related field, or equivalent experience.

• No experience required. Preferred experience in a service desk environment

• Knowledge, skills and abilities (KSAs)

• Skill development ability for delivery of IT support on the following: Business software applications, Citrix, Collaboration tools, Hardware and Accessories, Messaging, Monitoring, Online Product Suite, Remote Computing, Security, Telephony and Teleconferencing, Service Now Ticketing system.

• Ability to ask open-ended questions and active listening.
• Ability to maintain a positive attitude and evoke an attitude of service toward the customer.
• Ability to write concisely and to log the ticket and document actions after resolving a problem.
• Critical thinking skills
• Ability to identify solutions.
• Ability to configure, maintain, and troubleshoot IT systems.
• In-depth knowledge about the systems and products that end users operate.
• Understand and readily comply with CWT's security policies
• Understanding of how the organization is structured and basic priorities
• Technicians need to be able to question the user to get adequate information on a problem without taking on a tone of interrogation. Two important communication skills are using open-ended questions and active listening.
• Manage different situations and manage themselves. A core personal skill is attitude, which includes maintaining a positive attitude in general and evoking an attitude of service toward the customer. Other elements of personal skills include the ability to manage personal time, stress, and an individual's career.
• Concise and precise ticket logging and document actions after resolving a problem.
• Critical Thinking
• Actively thinking. A person uses their intelligence, experience, knowledge, and skills to explore a problem and identify a solution.
• Asking. Critical thinkers often ask themselves questions about a problem or challenge, and then seek out the answer.
• Changing perspectives. Many problems are easily resolved by looking at them from a different perspective.
• Evaluating evidence or symptoms. The critical thinker is able to use reason to evaluate existing facts to come to a substantiated conclusion.
• Ability to configure, maintain, and troubleshoot IT systems. In-depth knowledge about the systems and products that end users operate. Perform basic troubleshooting skills to narrow the problem, identify symptoms and resolve a problem
• Understand and readily comply with CWT's security policies
• Business Skills
• Understanding of the organization's vision, mission, and values.
• Ability to configure, maintain, and troubleshoot IT systems. In-depth knowledge about the systems and products that end users operate. Perform basic troubleshooting skills to narrow the problem, identify symptoms and resolve a problem.