Technical Support Specialist Job at Energy Transfer Family of Partnerships
Summary:
This position is part of the Energy Transfer Technical Service Desk. The Service Desk provides support for all Energy Transfer locations and their partners. Support is provided 7 days a week including after hours on call. All support is provided over the phone.
Essential Functions:
- Answer the Service Desk phones in support of enterprise workstations/clients and application systems.
- Work tickets created via email when not on the phone.
- Provides remote assistance to end-users.
- Documents issues within enterprise ticket tracking system.
- Maintain a positive attitude and excellent level of customer service.
- Identify priorities, organize tickets, and distribute unresolved issues to other IT staff accordingly
- Ability to work well in a changing environment.
- Continues self-education and awareness of hardware, software, and systems related technology as it applies.
- Other duties as assigned.
Requirements:
Education and/or Experience, Knowledge, Skills & Abilities:
To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements for this position are listed below:
- HS Diploma or equivalent
- Good knowledge of workstation/client systems and associated peripherals, operating systems, Microsoft Products, and Outlook.
- Customer service skills required, as well as the ability to function within and contribute to a strong team environment.
- Excellent phone presence. Must enjoy assisting customers through issues on the telephone.
- 2+ years of IT call center experience
Preferred Skills:
- Familiarity with pre-installed software base (Windows, Office, SharePoint, proprietary, and utility software), remote control software, enterprise applications, and ticket management systems (preferably Remedy).
- Ability to discover customer problem sources from inaccurate descriptions; and ability to troubleshoot client and server issues.
- Experience with local and networked printers, smart phones, Windows 7 & Windows 10, Office 2013. Having worked in a complex technical environment is a plus.
- Flexibility to sometimes work an evening or day shift.
- A+ certification
Special Characteristics/Job Requirements:
- Sitting 8 hrs/day
- Shift: Monday - Friday 7am – 4pm`
Working Conditions:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
- Usually, normal office working conditions.
- Must be able to remain in a stationary position 50% of the time due to prolonged periods of sitting or standing.
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