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Technical Support Tier 1

Company: Experis
Location: Charlotte
Posted on: October 24, 2019

Job Description:

Business Applications Support Agent Description: Provide technical support to customers on a daily basis. Serve as resource to application users in the resolution of general issues or questions. Answer phone and respond to customer questions in a timely manner. Monitor email queue in ticketing system. Essential Duties: 60% of Time Assist users via, but not limited to, phone and email inquiries to provide applications support and problem resolution. Document all received issues in a ticket tracking database, logging details of the problem and actions taken for resolution. Interface with related IT departments to resolve a users primary or secondary issue detected during the support process. Investigate problems ranging from transaction level to the program level. Diagnose error messages and correct problems using system commands. Evaluates complex system problems. May escalate to the Applications Support Lead and/or Programming department. Reset user passwords for multiple applications. Basic network trouble shooting. Monitor system error logs or job queues for application problems. Provide entry level hardware support which may include PCs, printers, WYSE, and handheld devices (Samsung Devices Android OS). 25% of Time Assists with or is assigned to departmental projects. Perform systems review, insuring data integrity by looking at information such as user IDs, locations, and transactions. Identify problems and work with development team on solutions. 15% of Time Conduct user training, which may include software applications, internal tasks or implementation procedures. Maintain and provide system procedure documentation to end-users. Create and maintain Knowledge Database articles for use by CGS and Business Application Support. Required to maintain current knowledge of advancements in the software applications field. Experience: Preferred training or experience in a Helpdesk environment. (3-5 years experience) Excellent customer support skills. High school diploma or equivalent, Associates degree or advanced coursework in information systems preferred. Ability to effectively communicate technical information to non-technical personnel. Experis is an Equal Opportunity Employer (EOE/AA) - provided by Dice

Keywords: Experis, Greenville , Technical Support Tier 1, IT / Software / Systems , Charlotte, South Carolina

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