Technical Support Specialist - After Hours - Mandan - job 853625

Nisc

Date: 06/11/2021

City: Mandan, North Dakota

Employment type: Full-time

Summary:


This position is an exciting opportunity to be a problem solver on our Technical Systems Support Team, providing quality IT support and systems management services to NISC customers nationwide in a team environment. The technical emphasis of this position is supporting and managing NISC customer systems and IT-related applications in a Windows Server and Linux Server environment.


Schedule Requirements:



  • Ability to work the following after hours support schedule:

  • Mon.-Fri. in-office from 4pm-9pm

  • Bi-weekly rotation of working on call hours 9pm-6am M-F and Sat.-Sun. in-office hours from 6am-3pm and on call 3pm-6am until the following Mon.


  • Total hours per payroll week: 33 hours in-office plus on-call hours



  • Due to varying hours, position will be salary, non-exempt

  • Ability to work on day shift (8am-5pm) for the first 6+ months for training purposes


Essential Duties:



  • Provide quality customer support as part of the Technical Systems Support Team as follows:

  • ACD (Automatic Call Distribution) environment.

  • Items assigned to the Tech Call Center via NISC contact tracking system, customer monitoring dashboard, NISC Community requests, chat, and direct e-mail.

  • While performing on call hours the expectation is to get back to members within 1 hour from their initial point of contact with NISC.

  • Provide problem resolution for the following technologies:

  • Intel based hardware with emphasis on Dell hardware.

  • Linux operating system with emphasis on SuSE Enterprise Linux.

  • Windows operating systems including Windows Server 2008 - 2019, Windows 7 - 10, and Terminal Services.

  • Mobile applications running on IOS and Android devices.

  • Provide problem resolution for customer application issues and areas such as backups, restores, error messages, printers, security, system integration, and NISC applications.

  • Emphasis on projects that reduce support for NISC customers and NISC's Technical Systems Implementation and Support Teams.

  • Trains customers on system management tools that are distributed with NISC customer systems.

  • May assist with staging, installation, and configuration of customer equipment and applications; onsite or remotely when needed.

  • Less than 10% travel is required.


Knowledge, Skills & Abilities Preferred:



  • Basic level knowledge of Linux operating systems

  • Basic knowledge of the setup and support of Microsoft Windows Server operating systems

  • Basic knowledge of the setup and support of TCP/IP networks as it relates to NISC systems.

  • Basic level knowledge of business-related software applications and services.

  • Basic level knowledge of Project management Process and Theory

  • Basic level knowledge of the Utility or Telecom Industry.

  • Strong research and problem-solving skills with a strong attention to detail.

  • Basic verbal and written communication skills.

  • Basic level presentation and training skills

  • Excellent telephone etiquette and an ability to deal effectively with members.

  • Basic level ability to organize, prioritize, and adapt to change.

  • Basic ability to interact in a positive manner with internal and external contacts.

  • Basic level ability to demonstrate professionalism.

  • Basic level ability to demonstrate initiative and accountability.

  • Basic level ability to troubleshoot.

  • Ability to travel as often as necessary to meet the goals and objectives of the position


NISC's Shared Values & Competencies:



  • Integrity – We are committed to doing the right thing – always.

  • Relationships – We are committed to building and preserving lasting relationships.

  • Innovation – We promote the spirit of creativity and champion new ideas.

  • Teamwork – We exemplify the cooperative spirit by working together.

  • Empowerment – We believe individuals have the power to make a difference.

  • Personal Development – We believe the free exchange of knowledge and information is absolutely necessary to the success of each individual and the organization.


Education Preferred:


Bachelor's Degree in a related field or equivalent experience.


Other Qualifications/Certifications Preferred:


None.


Minimum Physical Requirements:


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the essential functions of this position, employees must be able to see and communicate. Employees are regularly required to maintain a stationary position, move, and operate computer keyboards or office equipment.


Disclaimer:


Management may modify this job description by assigning or reassigning duties and responsibilities at any time.





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