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Rochester Housing Authority IT Call Center Analyst in Rochester, New York

IT Call Center Analyst

THE CLASS: Employees in this position provide first level technical support to end users. This support includes logging calls, providing first level online diagnosis and resolution, and assigning service tickets to appropriate IT representatives for level 2 service inquiries. These employees are the key contact for on-site and remote users of IT Infrastructure and Application inquiries. They are responsible for defining and maintaining the integrity of the data being entered into the Call Management system. They also provide backup services to the other functions within the Call Center area. Perform related work as required.

TYPICAL WORK ACTIVITIES:

Takes appropriate actions to attempt to resolve client problems;

Works independently, with little supervision, in bringing about resolutions to client problems;

Communicates incidents and problems to second level support personnel for resolution;

Captures and records action taken in the Call Management system as defined in procedures and work instructions;

Maintains and/or follows-up with users to confirm resolution and satisfaction with services provided;

Monitors open Call Center issues, investigates cause, and provides feedback to originator of inquiry of status and expected time to resolution;

Maintains documentation within designated documentation rooms;

Maintains records for asset tracking purposes;

Maintains system security records;

Processes incoming and outbound hardware and software;

Coordinates data restores, as required.

ENTRY LEVEL KNOWLEDGE, SKILLS AND ABILITIES:

Knowledge of Microsoft desktop operating systems and affiliated software components, services, protocols and technologies,

Knowledge of Microsoft Office automation applications;

Ability to be proactive and process multiple tasks and customer requests simultaneously;

Ability to demonstrate interpersonal communication skills;

Ability to learn industry applications;

Ability to participate in a technical environment;

Ability to adhere to call center processes and service level agreements;

Ability to work variable shifts and to be on call for times other than assigned shift;

Ability to employ teamwork skill sets and experiences;

FULL PERFORMANCE KNOWLEDGE, SKILLS AND ABILITIES:

All the Entry Level KSA’s PLUS

Knowledge of Department policies, procedures and practices;

Knowledge of Network security standards;

Knowledge of PDA devices (e.g., Blackberries), affiliated devices and data synchronization applications and procedures;

Knowledge of Desktop computing, printer and other peripheral device driver, connectivity configurations and administration utilities (e.g., AD policies, etc.).

MINIMUM QUALIFICATIONS:

  • Bachelors degree and one (1) year work experience in an IT Call Center support function.

OR

  • Associates degree with two (2) years work experience in years work experience in an IT Call Center support function;

OR

III. High School diploma or G.E.D. and three (3) years work experience in an IT Call Center support function.
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