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Support Center Specialist I- PC in Raleigh, NC at Headway Workforce Solutions

Date Posted: 2/27/2019

Job Snapshot

Job Description

Headway Workforce Solutions is currently seeking a Support Center Specialist I for a contract opportunity in Raleigh, NC with our partner, one of the nation’s leading providers of diversified building products and services to professional builders and contractors in the residential housing market.


Job Description:

The Support Center Specialist I provides technical and procedural support to users of computer systems and serve as a customer service liaison between Company associates and the IT department for purposes of prompt incident resolution and system trouble-shooting and testing.

  • Respond to customers’ requests for assistance and inquiries regarding company computer applications, hardware, printer and mobile needs via phone, email, or in person.
  • Perform testing to identify causes and solutions for incidents reported by customers, and coordinate resolution of incidents.
  • If necessary, escalate open issues to Support Center Specialist II, and follow up to ensure the issue is resolved.
  • Follow established procedures to maintain accurate and complete records of all requests for assistance and solutions to issues using call-tracking software.
  • Act as a team player of Support Team at all times by working together with other team members to best serve the customer.
  • Pro-actively contact users regarding known issues, and follow up with users after resolution to ensure the customers’ issues are resolved to their satisfaction.
  • Use downtime productively between calls to continue learning topics directly related to position, make follow up calls to customers, or to work on assigned projects.
  • Accomplish other tasks or projects as assigned to help to improve the Support Center.
  • Be 'on-call' for after hours and weekend support as scheduled.
  • Other duties as assigned by company management.

Minimum Qualifications:
  • 18 months - 24 months phone queue experience required.
  • Education required: Associates degree in IT preferred. May be substituted by appropriate experience in a Help Desk position.
  • Special knowledge required: PC, printer and mobile phone troubleshooting. Proficient using MS Office products; ITIL Foundations certification and MobileIron knowledge preferred.
  • Other: Excellent verbal and organizational skills. Ability to multi-task effectively in a fast paced environment. Ability to troubleshoot and resolve most issues independently or with minimal assistance.

Physical Demands:
  • While performing the duties of this job, the employee is frequently required to walk, stand, sit, talk or hear. 
  • The employee is occasionally required to use hands to finger, handle, feel or operate objects, tools, or controls; and reach with hands and arms.

Additional Information:
  • This is a 3 month contract
  • 40 Hours per week

Headway Workforce Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, genetics, or protected veteran status. In addition to federal law requirements, Headway Workforce Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, training, tuition assistance, education, social recreation programs and benefits.