Customer Service Technician II

The Customer Service Technician II is the midlevel midcareer position at the help desk for seasoned and highly skilled technicians. In general the CST 2 position is the first-line of support and response to client service requests. Technicians provide direct one-on-one phone based and occasional on-site support to clients. They begin the process of characterizing and diagnosing customer problems by collecting information via direct questioning and utilizing a variety of best-in-class management platforms and remote access tools. Then, they apply logical troubleshooting methodologies along with IT knowledge and experience, and practical abilities to resolve the issue and close the case or escalate the issue as appropriate.

This position is eligible for a shift differential.

Essential Functions
* Execute professional customer service techniques and consistently provide the hight level of customer service with a friendly and patient demeanor
* Respond to and resolve inquires and service requests utilizing Support Services procedures, policy manuals, knowledge management system (KMS) and other reference materials to meet department metrics
* Create and follow documented procedures
* Adhere to written infrastructure and applications security procedures
* Propose modifications to KMS processes, and procedures, which will be leveraged by the Support Services team members as they troubleshoot issues on a daily basis.
* Support normal account creation and maintenance functions, and specialized account creation and maintenance where necessary
* Provide first level support to infrastructure and line-of-business applications
* Support campus and branch infrastructure performance and availability principles
* Assist with other IT related special projects without supervision as determined by business need
* Participate in ongoing customer service and sales training
* Handle service requests dealing with medium or high complexity or outside vendors
* Meet and strive to exceed Support Services Key Performance Indicators (KPIs) including but not limited to utilization, take-over percentage, SLA performance, and proper case documentation
* Document all customer inquires and their resolutions in the IT service management application according to standard practice
* Inform management of critical customer facing issues and estimated time to resolution
* Investigate, diagnose, and provide resolution to all inquiries and service requests by working effectively and in collaboration with other teams
* Escalate customer inquiries in a timely manner when additional research or analysis is necessary
* Assist in the execution of migration to new software and hardware, such as new operating systems and upgraded equipment
* Act as mentor to Customer Service Technician I
* Work on remote projects with supervision
* Assist with technical support projects such as new branch openings
* Work during scheduled, rotating weekend and night work

Additional Essential Functions
* Ensure compliance with Northwest's policies and procedures, and Federal/State regulations
* Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency
* Work as part of a team
* Work with on-site equipment

Additional Responsibilities
* Additional projects as needed
* Participate in ongoing training

Safety and Health for those without supervisory duties
* Abide by the rules of the safety and loss prevention program
* Perform work tasks in a safe manner
* Report any and all injuries to supervisor
* Know what to do in case of an emergency

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education
Associate's Degree Computer related field Or
Technical Degree Computer related field

Work Experience
2 - 6 years Northwest IS department Or
3 - 5 years Customer Service experience
Modern conference room technology experience

General Employee Knowledge, Skills, and Abilities
* Ability to establish effective working relationships among team members and participate in solving problems and making decisions
* Ability to present and express ideas and information clearly and concisely in a manner appropriate to the audience, whether oral or written
* Ability to actively listen to what others are saying to achieve understanding, sharing information with others and facilitating the open exchange of ideas and information
* Ability to establish courses of action for self to accomplish specific goals, develop and use tracking systems for monitoring own work progress, and effectively use resources such as time and information
* Ability to make right decisions based on perceptive and analytical processes, practicing good judgment in gray areas

Additional Knowledge, Skills and Abilities
Ability to adapt to changing business priorities
Ability to write the basis for manuals, documentation, and procedures to be used by other IT personnel or end users
Knowledge of one or more core Northwest systems or applications
Knowledge of PC hardware, server hardware, printers and other periphery hardware
Knowledge of PC and server operation systems such as windows 10 and Server 2016
Knowledge and technical understanding of Windows 10 in a networked Active Directory environment
Knowledge and technical understanding of Microsoft productivity applications such as the Office Suite
Knowledge and technical understanding of browser based technology

Licenses and Certifications
ITIL Fundamentals And
Microsoft Certifications Or
COMPTIA Certifications