Job Description

TCI has an immediate need for an IT Customer Service Representative in Rochester, NY. This is not a Corp2Corp opportunity. This is a long-term contract opportunity with the probability of becoming permanent. In addition to competitive, market-rate based pay, TCI provides all our Consultants with Comprehensive Medical/Dental Insurance, 401k, Life Insurance and Long-Term Disability benefits.
SUMMARY
The IT Customer Service Representatives is an entry to mid-level support position and is responsible for handling Inbound and Outbound Calls, Email and an Incident Management Queue in a 24x7x365 IT Call Center environment.
RESPONSIBILITIES
  • Coordinates, diagnoses and troubleshoots incoming end user requests.
  • Provides technical support services to end users either local or remote with problems or issues related to information technology services including but not limited to: applications, workstations, conference rooms, collaboration services, and network services.
  • Provides timely resolution of problems or escalation on behalf of end users to appropriate next level of technical support personnel in alignment with established service level agreements (SLAs).
  • Provides case status updates to management and end users.
  • Supports and maintains effective relationships with end users.
  • Maintains and updates records in tracking databases within established SLAs. Alerts management to emerging trends in incidents, problems, or issues.
REQUIREMENTS
  • Requires a High School Diploma and 6 years of help desk experience; OR an Associate’s Degree with 2 years of help desk experience.
  • Experience with Windows 10 operating systems, MS Office, Desktop and peripheral support (Printer and Phone etc.).
  • O365 is preferred but need to have at least MS Office 2016 or greater.
  • Basic troubleshooting skills, networking.
  • Experience with ticketing systems (use ServiceNow)

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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