Help Desk Support Escalation Agent

HELP DESK ESCALATION AGENT, JR LEVEL EVERETT, WA 12 MONTH CONTRACT

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The primary role of Helpdesk Escalation Support is to provide telephone phone and electronic escalation support for all standard software applications, operating systems, and building documentation to assist team members and customers. Helpdesk Escalation support will receive escalations via the Helpdesk ticketing system and accept incoming escalations from Triage associates via telephone and ticket routing.

As a lower tier Escalation Agent, you will monitor the Escalations Help Desk ticket queues, site specific queues and dispatch tickets to the appropriate support queue after verifying ticket quality. Issues that remain are to be resolved according to the Service Level Agreement associated with the each issue's evaluated priority level.

BASIC QUALIFICATIONS

- Associates Degree in computer science or related field, or has obtained a Microsoft Certified Desktop Support Technician (MCDST, A+, Network+) certificate or better and has 1 year experience, or has 2 or more years experience providing technical support
- Understanding of computer and network concepts and terms
- Experience supporting Microsoft Office applications
- Thorough understanding of the Windows OS (W7 and W8)
- Basic understanding of the MAC OS
- Understanding of computer imaging tools (ie SCCM, ximage, Acronis, Ghost)
- Ability to lift 20 pounds on a regular basis
- Thorough understanding of client (profile and data) backup and restore
- Self-motivated and customer focused
- Ability to assist customers in a professional manner and defuse difficult situations
- Ability to mentor first level technicians and continue issues they are not able to resolve
- Excellent verbal and written communication skills
- Ability to type a minimum of 30 words per minute
- Ability to manage and prioritize multiple customer request simultaneously
- Thorough understanding of Android and IOS mobile device configuration

GENERAL RESPONSIBILITIES (INCLUDING BUT NOT LIMITED TO)

- Maintain and resolve support requests assigned to Site Specific Queue and Escalation Queue in a timely and professional manner.
- Remain logged in and in ready status available to receive calls during your work shift.
- Escalation will review tickets escalated to their queue for overall ticket quality and completeness.
- Provide feedback to first level technicians on learning opportunities or correct process.
- Evaluate each issue for priority and set appropriately to business.
- Escalate issues to other providers, third level support queues, or management as required.
- Escalate issues and generate notifications for outages and business critical issues received via escalation following standard escalation procedures.
- Effectively utilize remote control tools to assist customers: SCCM Remote Control, Lync, LiveMeeting, NetMeeting, Remote Desktop etc.
- Provide rollover phone coverage for the Triage phone queue.
- Quickly address issues that have been automatically escalated to the Escalation ticket queue from the Triage ticket queue due to approaching SLA deadlines.
- When the Escalation helpdesk ticket queue ticket queue is empty Escalations agents will process tickets in the Tier-1 helpdesk queue.
- Assist Triage with monitoring and maintaining Triage tickets.
- Assist Triage technicians with difficult, time consuming, urgent or political issues (escalations).
- Maintain and document all assigned tickets according to Footprints rules and Service Level Agreements.
- Detail each action taken to identify/assist/resolve a customers issue as it is being done within the body of the ticket, logging each minor milestone in Real Time.
- Assist other service providers as requested.
- Prioritize Site Specific Queue work and self-manage time.
- Provide feedback to Leads and/or management as required/requested.
- Assist with documentation of standard applications and processes.
- Provide Weekly Status reports in a timely manner.
- Team communication: Utilize Group Chat for all technical communication Contribute to continuous improvement.
- Document all site specific processes and procedures in the Locations section of SharePoint.
- Participate in all Dynamic Resource Allocation efforts.
- Expect and adopt change.

.*CompuCom supports Employment Equity and Diversity* Dallas-based CompuCom Systems, Inc. is a leading provider of end user enablement, service experience management, and cloud technology services to Fortune 1000 companies. CompuCom partners with enterprises to develop smarter ways they can work, grow, and produce value for their business. Founded in 1987, privately held CompuCom has approximately 11,500 associates and supports more than 4 million end users in North America.