IT EUX Junior Engineer I

Key Responsibilities
Essential Functions & Responsibilities:
Resolve problems reported to the service desk by phone or web tickets
Provide first-level contact and problem resolution for customer issues.
Provide timely communication on ticket status and resolution.
Other functions as directed by management
Answer phone calls received by the call center by the SLA. Resolve or escalate issue as needed.
Acknowledge and work on incoming Help Desk web tickets by the set SLA, resolve or escalate as needed.
Quickly and effectively communicate with customers within the set SLA.
Continuously improve upon technical skills sets within assigned areas of expertise.
Continuously improve upon soft skill sets required to deliver outstanding customer service in a fast-paced environment.
Regular, predictable and punctual attendance. May occasionally need to work on holidays or weekends.
Skills, Knowledge and Expertise
Experience in the Customer Service industry
A+ Certification preferred but not required
Enrolled in IT related class, certification training, or degree preferred, but not required.

Required
Experience with providing technical assistance over the phone.
Able to multi-task by working on multiple open tickets simultaneously.
Experienced in working in a fast-paced environment with multiple priorities and projects.
Able to investigate, analyze and troubleshoot customer issues.
Demonstrates excellent verbal and written skills.
Motivated to learn new skills and technology practices; focuses on continual knowledge-based improvement.

Work Environment:
Ability to sit for extended periods
Ability to use hands and fingers to operate a computer, telephone, and keyboard: This is crucial for most desk jobs.