Technical Support - Provides technical support via telephone, email or online to end users on a variety of application and technical issues.

• Gather the customer's information and determines the customer's issue by analyzing the symptoms and figuring out the underlying problem
• Determine severity of problem and ensures response time is minimal through triage process
• Provide practical solutions to a wide-range of applications/technology problems/issues
• Identify opportunities for more efficient and effective incident response through the implementation of automated monitors and corrective action procedures
• Identify, troubleshoot, research and resolve basic technical problems
• Uses Knowledge Base to identify problems and possible solutions

Knowledge Management - Ability to improve operational efficiencies by reducing the time spent to rediscover previous incidents or problems.

• Document and disseminate identification and resolution of problems to avoid future redundant work efforts
• Contribute to the Knowledge Base and communicates across the team

Customer Service - Ability to develop and maintain strong relationships with customers by listening, understanding and responding to their needs.

• Provide service to internal and external customers to satisfy their needs and expectations
• Listens to concerns and resolves reported issues effectively and promptly
• Committed to continuous improvement
• Ensure and comply with customer response timeline (SLAs) based on the severity of reported issues including documenting concise and accurate status information in the ServiceNow ticketing system
• Anticipate customer's needs and moves to effectively address issues
• Establish relationships with customers providing education/training as appropriate
• Delivers high quality solutions that meet the organization's needs

SUPPLEMENTAL DUTIES & RESPONSIBILITIES

• Pursues training and development opportunities; Strives to continuously build knowledge and skills
• Assist personnel in other RTS departments to resolve technical and/or application issues

• Train newly assigned staff

• Act as back-up to the Field Operations team as needed
• Other duties as requested

REQUIRED & PREFERRED QUALIFICATIONS

• Bachelor's Degree or equivalent work experience in a related field required
• IT certifications or equivalent work experience preferred
• 3+ years' experience supporting desktop and application technologies required such as Dell desktops/laptops, Lenovo laptops, HP Printers, Datamax printers and hand held scanners
• 2+ years' experience supporting the following applications and technologies preferred:
• Trend Micr Antivirus
• Citrix
• Active Directry
• TCPIP, DNS, DHCP, WINS
• VPN client cnfiguration
• Micrsoft Exchange/Outlook: Creating rules
• Micrsoft Excel: understanding Macros and formulas
• Internet Explrer, Chrome, HTML, Win install, internet/intranet support issues
• Help Desk Incident Management Sftware
• SQL r Microsoft Access database

• Remote control tools Bomgar preferred
• Strong working knowledge of the Windows OS and Desktop productivity tools such as MS Office required
• Ability to effectively communicate, both verbally and in writing, at all levels including customers, vendors, peers, business stakeholders and management required
• Must be self-motivated and able to work independently, with minimal supervision and as part of a team
• Detail oriented with excellent interpersonal communication skills
• Excellent customer service skills

CORE COMPETENCIES

Problem Solving - Ability to problem solve through problem identification (what is the problem), solution assessment (what can be done), problem documentation (document for future) and problem response (implementing a solution).
Able to:

• Frame problems before trying to solve them
• Follow a defined process to solve low to medium complexity and/or recurring problems
• Involve the team in problem solving
• Seek advice from those who have solved similar problems
• Provide insight into the root-causes of problems
• Generate a range of solutions and courses of action with benefits and risks associated with each
• Anticipate problems and is proactive in addressing them
• Explore various sources for answers and thinks "outside the box" to find options
• Open to others' ideas to help develop solutions
• Ask perceptive questions to seek optimal solutions
• Provide innovative and creative solutions
• Test medium to high complexity proposed solutions against the reality of likely effects before going forward; looks beyond the obvious answer for optimal solutions

Company Business Knowledge - Understands the company, its products and the business processes.

• Apply extensive Reliance business knowledge (two or more areas) to technology solutions

Communication - Ability to communicate effectively across all levels to support departmental and organizational objectives.
Able to:

• Clearly express information taking into account audience and nature of the message (for example, non-technical, sensitive, and controversial)
• Ask questions and summarize what was heard to prevent miscommunication
• Present information in a concise and focused manner
• Listen to others
• Communicate written information (for example, facts, ideas, or messages) in a succinct and organized manner.
• Produce written information, which may include technical material that is appropriate for the intended audience
• Share ideas and perspectives and encourages others to do the same
• Ensure written message has the desired effect on the target audience

Building Collaborative Relationships - Develops, maintains, and strengthens partnerships with others inside or outside the organization.
Able to:

• Establish rapport with co-workers easily
• Work with others to achieve goals
• Listen and respond constructively to other team members' ideas
• Be open with other team members about his/her concerns
• Encourage and facilitates cooperation, pride, trust and group identity
• Foster commitment and team spirit
• Effectively persuade and influence team members to achieve goals
• Offer support for others' ideas and proposals
• Share his/her expertise with others
• Provide assistance to others when they need it
• Work for solutions that all team members can support
• Acknowledge team members for their contributions

Decision making - Makes sound, well-informed, and objective decisions; perceives the impact and implications of decisions; commits to action, even in uncertain situations, to accomplish organizational goals.
Able to:

• Gather data and others' input when making decision
• Escalate decisions when appropriate
• Balance analysis, insight, experience, and perspective when making decisions
• Weigh pros and cons of each option before making a decision and moving forward
• Can explain the rationale for a decision
• Follow up to ensure decision was implemented
• Apply knowledge of past experiences

Accountability - Holds self-accountable for measurable high-quality, timely, and cost-effective results.
Able to:

• Manage time efficiently
• Accept responsibility for mistakes
• Comply with established policies and procedures
• Take ownership of successful outcome of work assignments and/or projects
• Minimize re-work
• Seek out learning opportunities
• Identify training needs and take action to obtain knowledge
• Proactively collaborate between own functional area and areas below or above in the project stream as needed
• Anticipate and adjusts for problems and roadblocks
• Be enthusiastic for the things he/she sees as challenging
• Be proactive throughout work assignments /projects
• Persistently push self and others for results