IT Call Center Agent

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Position Description :

The Arizona Department of Education (ADE) is seeking an Information Technology (IT) Call Center Agent to provide support for internal and external ADE customers.This position will report to a high-volume call center environment as the initial point of contact and representative for IT.

Position Summary: The candidate will be responsible for answering phone calls and emails to support all inquiries regarding ADE technology issues.Issues include connection and access issues to all ADE supported application systems and services including, but not limited to, Common Logon, ADEConnect, and the Service Desk.

Responsibilities: Manage and assess all incoming phone and email inquiries from ADE technology stakeholders to provide resolution, transfer, or escalation.Service request management including ServiceDesk Support Tickets, Inbound/Outbound Phone Calls, and Inbound/Outbound emails.Participate in conversations and document concerns regarding identifying trends and resolutions for ADE technology stakeholders related matters.Participate in weekly team huddles and online or in person team meetings when required.Other duties as assigned as related to the position.

Skills Required: Knowledge in: Service request management Service request tracking software.Thorough understanding of IT Tier I support and escalation procedures.Thorough understanding of issue triage and documentation.Customer service principles and practices.General knowledge of vendor technologies, in-house developed applications.An Associate's degree or one year of experience in IT support (or equivalent working experience) is required.

Skills in: Proper phone etiquette.Effective listening skills.Clean and concise written and verbal communication skills.Analysis, Evaluation, and Problem Solving.Researching, reading, and interpreting a wide variety of technical data.Intermediate skill in using Microsoft Outlook, Word, and Excel.

Ability to: Develops and sustains productive customer relationships.Identifies and understands issues, uses information from different sources to draw conclusions; identifies appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences.Practices effective conflict resolution.Effective use of time-management and independently motivated.Work with non-technical customers with a professional and courteous manner.Ability to apply problem-solving skills and initiate corrective action.Work independently and/or collectively and adapt to changing environments and new technologies with colleagues, clients, and team members.Communicate technical information in simple written and oral form to technical and non-technical staff/users.

Experience Required: 1 or more years of IT Call Center Experience.

Experience Preferred: Experience with Genesys Cloud Call Center.

Education Required:

Bachelors in a job-related field Degree Equivalency: 4 years job related work experience or Associate's and 2 years job related work experience.

Job Type: Contract

Pay: $20.58 - $22.21 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year

Shift:

• Morning shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Education:

• High school or equivalent (Required)

Experience:

• ServiceDesk Support Tickets: 1 year (Required)
• Inbound/Outbound Phone Calls: 1 year (Required)
• Inbound/Outbound emails: 1 year (Required)
• IT Call Center: 1 year (Required)
• Customer service: 1 year (Required)
• Desktop support: 1 year (Required)

Work Location: In person