Job Summary: Responsible for monitoring system activity and functions ensuring resolution and documentation of systems problems are resolved in an efficient, timely, and accurate manner during assigned shift; provide a single point of contact for customers needing problem resolution to a variety of phone or computer system issues; escalate to appropriate resources any issue not deemed within the scope of the department and follow issue to confirm final resolution is made for the customer; assist in the development and implementation of tools and procedures to enhance the monitoring and escalation process

Hiring locations: Florida, Georgia, Texas, Wisconsin

Essential Duties:
Tech Connect Help Desk- Provide a single point of contact for customers needing to resolve problems with their phone or computer systems by receiving service requests via phone or chat, and logging such service requests in a complete, concise manner
* Determine if the service request is within the department's scope of responsibility, if so, analyze and handle the request, assisting the customer until the problem is resolved
* Direct other service requests not handled by Tech Connect to the appropriate resources to resolve the problem, then follow the problem until final resolution for the customer, ensuring work orders have been addressed and properly closed out
* Guarantee that high levels of customer satisfaction are provided during each point of contact with customers
* Immediately notify appropriate individuals of any problems that could potentially impact production activities and follow escalation to keep impact minimal
* Update information on service requests as necessary, and close out service requests when customers' problems have been resolved
* Document all trouble tickets with clear, concise explanations in a timely and accurate manner ensuring adherence to department policies and procedures
* Set up conference bridges for customers, both on scheduled and emergency basis, ensuring that necessary conference bridge information is distributed to appropriate individuals in a timely manner
* Compile and generate service request management and trending reports, as requested

Technical Problem Resolution - Research and resolve basic problems escalating to appropriate
This job description indicates in general the nature and levels of work, knowledge, skills, abilities and other essential functions (as covered
under the Americans with Disabilities Act) expected of an incumbent. It is not designed to cover or contain a comprehensive listing of activities,
duties or responsibilities required of an incumbent. An incumbent may be asked to perform other duties as required.
departmental staff any issues that may adversely impact system
* Provide a single point of contact for departmental staff to ensure system issues are resolved by following problem from beginning to final resolution
* Continuously strive to provide accurate and timely evaluation of problems and recommend alternative solutions to supervisor
* Strive to enhance the relationship with department and internal staff ensuring the highest quality, responsive service possible is provided

Process Development - Develop new tools and procedures that are aimed toward system and call processing maintenance
* Assist in the development and implementation of tools and procedures to enhance monitoring and escalation process
* Identify processes that can be automated
* Assist with documenting and communication of new tool processes and procedures with departmental staff
* Maintain the library of call processing system software configuration files and provide updates as system conditions change
* Assist with testing and installation of new programs and procedures
* Monitor and control access to various sub-systems where applicable thus providing a controlled system

Team Interfaces/Customer Service - Establish and maintain a professional relationship with internal/external customers, team members and department contacts
* Cooperate with team members to meet goals or complete tasks
* Provide quality customer service that exceeds customer expectations and improves level of service being provided
* Treat all internal/external customers, team members and department contacts with dignity/respect
* Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided

Mental and Physical Requirements - -
*This position will be exposed mainly to an indoor office environment and will be expected to work near or around computers, telephones, and printers
*The nature of the work in this position is sedentary and the incumbent will be sitting most of the time
*Essential physical functions of the job include typing, grasping, pulling hand over hand, and repetitive motions to utilize general computer software/hardware continuously throughout the workday

This job description indicates in general the nature and levels of work, knowledge, skills, abilities and other essential functions (as covered
under the Americans with Disabilities Act) expected of an incumbent. It is not designed to cover or contain a comprehensive listing of activities,
duties or responsibilities required of an incumbent. An incumbent may be asked to perform other duties as required.
*Essential mental functions of this position include concentrating on tasks, reading information, and verbal/written communication to others continuously throughout the workday
Related Duties as Assigned - -
* The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents
* Consequently, job incumbents may be asked to perform other duties as required
* Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above
* Please contact your local Employee Relations representative to request a review of any such accommodations

Posting Ends: 6/18/25 @ 4:30pm CST

Minimum Qualifications:
Applicant for this job will be expected to meet the following minimum qualifications.

Education
* High school diploma or GED required
* Associates degree from an accredited college or University with major case work in computer science, MIS or a related field preferred.
Experience
* Minimum two years of experience in a network operations or technical support environment required

Technical
* Knowledge of Windows operating systems preferred
* Knowledge of PC/LAN environments preferred
* Knowledge of Genesys PureConnect and/or Avaya preferred
* Powershell scripting, C, Windows systems preferred

Other
* MS Outlook at an intermediate level required
* MS Teams at an intermediate level required
* MS Word at an intermediate level required
* MS Excel at an intermediate level required