What are the responsibilities and job description for the Technical Support Specialist position at NPI?
The Help Desk Technicians responsibility is to provide end users appropriate assistance with the timely resolution of service calls. This includes the responsibility of documenting all steps related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of time spent.
- Meet and or exceed service level agreements
- Document service ticket to ensure the data can be used to identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems
- Manage the processing of incoming calls and e-mail to ensure courteous, timely, and effective resolution of end user issues
- Ensure hours are properly tracked and reported on all service tickets
- Follow proper escalation policies and procedures
- Monitor and test fixes to ensure problems have been adequately resolved
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
- Identify and or recommend end user training programs to increase system literacy and self-sufficiency
- Provide afterhours support as scheduled
- Provide onsite support to local area customers as needed
- Keep lead informed of issues and problems
- Strong understanding of the organizations goals and objectives
- Exceptional written and oral communication skill
- Exceptional interpersonal skills, with a focus on listening and questioning skills
- Strong documentation skills
- Ability to work on and familiarity with multiple NPI systems and advanced PC knowledge
- Familiarity with NPI Shared drive resources and how to access them
- Ability to read, interpret schematics and machine drawings
- Ability to conduct research into a wide range of issues as required
- Ability to absorb and retain information quickly
- Ability to present ideas in user-friendly language to non-technical staff and end users
- Keen attention to detail
- Proven analytical and problem-solving abilities
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Exceptional customer service orientation
- Experience working in a team-oriented, collaborative environment