Technical Support - Mid-Level

Location: Austin, TXSalary: $21.00 USD Hourly - $23.00 USD HourlyDescription: Technical Support - Mid-level Austin, TX 78758 Contract | 1+ Years What you're good at:Excellent customer service skillsEmpathizing with the customerUnderstanding and Practicing Emotional Intelligence (EQ)Great oral and written communication skillsHaving a friendly presence and helpful attitude; strong interpersonal skills and ability to work well with othersDemonstrating professional etiquette in the use of phones and chatCommunicating complex technical issues in an easy-to-understand manner to customers with minimal technical knowledgeMeeting or exceeding defined objectives and metrics (e.g.: talk time, wrap time, first contact resolution, chats per hour, quality assurance evaluations)Multi-tasking and using organizational tools effectively in a constantly changing environmentExecuting the defined Service Desk processes with a strong attention to detailReceiving constructive feedback and demonstrating improvementBeing disciplined in adhering to schedules (sign-on, sign-off, break times, etc.)Asking direct, relevant, and probing questionsProviding concise information and settings expectations Responsibilities: Diagnose and troubleshoot end user desktop application issues and provide appropriate solutionEnsure customer satisfaction through timely resolution of problems or escalation to a 2nd level teamProvide incident status updates to management and end-users per service level guidelinesSupport and maintain effective relationships with usersProvide support for end user computing devices (PCs, laptops, printers, cell phones, and tablets)Support end users in their use of applications such as Microsoft Office, CRM, VPN, Citrix, and MDM (mobile device management)Perform account management and maintenance for various applications and systems (e.g., create or modify user accounts and permissions, perform password resets).Communicate with customers at all levels of technical and non-technical skills setsFollow all standard operating procedures (SOP) through the effective use of Knowledge management.What you have Required Experience: 3 - 5 years of experience working in a service desk or customer service environment3 - 5 years of technical support experience3 - 5 years of phone and/or chat support experienceExperience using ITSM platforms (SmartIT / Remedy, ServiceNow, Cherwell) and remote support tools (SCCM, Software Center, Client Center Configuration Manager, ADUC)Working knowledge of PC technical support, systems administration, networking, Windows, macOS, iOS, and iPadOSBachelor's or Associates degree in Information Technology or a related field is a plus CompTIA, ITIL, KCS, CSI and Microsoft certifications are a plus By providing your phone number, you consent to: (1) receive automated text messages and calls from the Judge Group, Inc. and its affiliates (collectively "Judge") to such phone number regarding job opportunities, your job application, and for other related purposes. Message & data rates apply and message frequency may vary. Consistent with Judge's Privacy Policy, information obtained from your consent will not be shared with third parties for marketing/promotional purposes. Reply STOP to opt out of receiving telephone calls and text messages from Judge and HELP for help.Contact:This job and many more are available through The Judge Group. Please apply with us today!