University of Alaska Call Center Technician in Anchorage, Alaska

Call Center Technician

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Classification:Information Systems Consultant 2A

Grade:Grade 78

Work type:Staff Full-time

Administrative Unit:University of Alaska Anchorage

School/Business unit:VCAS Information Technology Svcs

Location:Anchorage

Categories:Information Systems/Technology

Position Summary:UAA is seeking the ideal candidate to join our technology team. We are looking for someone with a customer-focused technology background who can help our customers with their desktop and equipment technology needs. UAA Information Technology Services is a great place to work, with a positive team dedicated faculty and staff.

Duties:

5Assist with administering problem management process and maintain problem tools. Design, develop, implement, Call Center web page to provide quality support to customers. Post current news updates, create interactive online forms, and maintain software archive. Convert hard copy documentation to web based HTML and pdf formats.Essential

5Identify, research and implement opportunities for learning and skill enhancement. Regularly self-evaluate to determine areas of potential improvement; develop personal training plans and implement. Coach junior staff as part of cooperative work team and training.Essential

5Notify mission critical departments, campus, and extended sites and colleges of computing resource availability and system status; provide status information and support to campus and extended sites and college customers.Essential

5Perform special projects as assigned in a professional manner; evaluate, research, test and recommend software, hardware. Maintain positive attitude and enthusiasm with customers; offer positive comments related to concerns regarding assigned tasks, suggest reasonable, feasible alternatives when appropriate.Essential

80Provide a central point of contact for computing/network/voice/audiovisual support, service requests, resource allocation, and system status of mission-critical academic and administrative computer systems, applications, microcomputers, and network connections. Receive phone calls, online chats or emails from customers and provide level one and two Call Center support for all IT Services. Document and track all information relating to technology related services in the UAA IT Ticketing System and assist with developing a comprehensive picture of campus technology customer needs. Provide high quality computing, telephony, audiovisual, desktop, data network, Blackboard, central computing support by responding to questions from university community to include: microcomputers, mainframe computers, software applications, POP3/SMTP/IMAP clients, network connections and the Internet. Demonstrate sensitivity towards customers who may not possess technical ability. Troubleshoot and diagnose problems, work with customers to gather pertinent technical information to achieve resolution. Analyze information asserting escalation within IT organization, other UA units, or vendors as appropriate. Provide account maintenance for all information technologies. Use standard/proprietary tools to create, extend, expire, reset passwords, and verify account eligibility via Banner HR/SI. Troubleshoot, diagnose, track, report and assign work orders/trouble tickets for all IT Services. Utilize utility applications to ping, and trace route to analyze network traffic, resolve connectivity and IP conflicts. Provide direct support for all field technicians, computer lab consultants and IT personnel as required. Log, track, and analyze problem information to ensure accuracy, monitor level of problem activity, and call volume. Conduct trend analysis to identify new areas of support, translate customer data and requests into potential projects to improve customer support. Ensure accuracy and quality of resolutions; provided through follow-up contact with customers and maintain records. Participate in on-call rotations.Essential

Knowledge/Skills/Abilities:

  • Customer service/interpersonal skills.

  • Research, analytical, organizational, procedural, and crisis management skills.

  • Written (to include technical writing) and verbal communication.

  • Knowledge and practices of directed work teams.

  • Troubleshooting technical issues.

  • In-depth understanding of technology (hardware and software)

  • Applicants must have the ability to work overtime, weekend and after hours for on-call rotations.

Required Experience:

  • Substantial customer service experience (min of one year).

  • Substantial technical troubleshooting experience (min of one year, similar environment).

  • Experience in working in telephone environment.

  • In-depth understanding of a Microsoft Active Directory environment.

  • Knowledge of computing theory and interrelations of hardware and software.

  • Demonstrated troubleshooting and problem-solving techniques for computer hardware, software, data and networking applications.

  • Experience with MS Office, Google Suite, eMail, spreadsheets, databases, word processors, web languages, and ISP connectivity.

Typical Education or Training:

Relevant industry certifications preferred.

Application Instructions:

Please provide a cover letter, resume, and three references with your application.

Assignment Information:

Regular, 12 month, Grade 78, NonExempt

Review Date: April 18, 2018

Advertised:04 Apr 2018Alaskan Daylight Time

Applications close: