Technology Services Specialist

To provide extraordinary, personalized guest experiences that build genuine relationships through loyalty to our guests, each other and our community. All actions are based on the principles of trust, integrity, mutual respect and teamwork.

Essential Job Results

• Provide friendly, courteous, and quality systems support to all users
• Set customer expectations and strive to meet or exceed all customer service goals
• Answer all Service Desk calls, voicemails and e-mails within a timely manner
• Utilize analysis and diagnostic skills to determine the nature of the user's issue and obtain as much information as possible about the problem
• Provide first level support and troubleshoot with customer to resolve problem
• Assist with workaround if available when problem cannot be resolved quickly
• Creates, closes, and manages Service Desk tickets based on the user's systems issues and priority and assigns it to appropriate TS staff for
• resolution
• Route & escalate incidents to the appropriate TS staff or group
• Develop and maintain knowledge of legacy, current, and new PC hardware and software technology
• Adhere to the defined and communicated call flow / ticket resolution process
• Perform interoffice computer equipment moves and new employee setup
• Participate in the TS on-call rotation