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Technical Support III
Ref No.: 17-01179
Category: IT jobs
Location: Redding, California
Position Type:Contract
Start Date: 09/28/2017
Immediate need for Technical Support Consultant III. The Technical Support Consultant III is responsible for ensuring proper computer operations by receiving, prioritizing, documenting and actively resolving help requests so end-users can accomplish business tasks. This individual is responsible for resolution of complex issues by collecting data from Technical Support I and II.
Primary responsibilities include:
  • Field incoming help requests from end-users via telephone and ticketing software in a courteous manner
  • Document all pertinent end-user identification, including name, department, contact information and nature of problem or issue using our helpdesk ticketing system as required
  • Maintain high degree of customer service by ensuring all network-related problems are addressed quickly and thoroughly, ensuring hardware or software is working to user satisfaction (problem resolution may involve use of diagnostic and help request tracking tools, as well as require in-person, hands-on help at the desktop level)
  • Record, track and document helpdesk request problem-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
  • Prioritize and schedule problems; escalate problems (when required to appropriately experienced technician)
  • Build rapport and elicit problem details from helpdesk customers
  • Identify and learn appropriate software and hardware used and supported by the organization
  • Evaluate documented resolutions and analyze trends for way to prevent future problems; develop help sheets and frequently asked questions lists for end-user
  • Work as an elevation point of contact for technical support expertise
Requirements of the position include successful completion of college-level computer courses, specialized education, or equivalent related experience, and at least five (5) years in related work experience. Additionally, this position requires travel for training.
The successful Technical Support Consultant III will also have strong knowledge of end-user applications, including spreadsheets and word processing programs, as well as LAN/WAN environments with the ability to learn a multitude of specific applications. Candidates must also possess excellent written and oral communication skills, organizational and multi-tasking skills, problem-solving skills, a high degree of professionalism, and the ability to work independently and as part of a group.