Support Center Technician/Ambassador

At Affiliated OneSource, our Support Center Technician/Ambassador is responsible for providing support to internal and external clients who have varying systems and business processes. Support Center Technician/Ambassadors are required to provide support to customer issues and resolve moderately complex problems in the areas of systems configuration/setup, product functionality, and systems enhancements; escalate to appropriate team, as needed.

Inquiries to the Support Center can be received via telephone and/or email. The Support Center Technician/Ambassador must be able to adjust to a rapidly changing environment and have excellent interpersonal, communication (both verbal and written) and problem solving skills. The Support Center Technician/Ambassador will serve as the voice of the customer while balancing the security and business requirements of the business. The ideal candidate must have a balance of customer service focused soft skills as well as an aptitude for the technical nature of this position.

This position may also require applicant to be primary onsite point of contact between the Support Center Team and our client. Applicant would be involved with the on-boarding of new clients and be the bridge between the previous IT Support and our Support Center; this role is customer service focused and requires the applicant to be technical and customer service focused.

Applicant will have strong interaction with our clients; they must be able to perform roles that are both technical and non-technical. Technical responsibilities are prioritized and driven by the client, and can include: desktop issues (hardware and software), server issues, primary "triage" troubleshooting that can be passed to a stronger technical resource if needed, items the Support Center are unable to work on remotely for example: connection issues. Many clients prefer to work with an onsite IT resource as opposed to the service desk - any of the wide ranging issues the Support Center manages would be addressed by the Technician/Ambassador.

Minimum Skills Required:

• Experience supporting a Microsoft Windows (Server/Workstation) environment
• Experience in administration of Microsoft Active Directory Users and Groups
• Experience supporting Virtual Private Network (VPN) remote connectivity
• Experience with MS Outlook support and basic administration

Skills Desired:

• Ability to adapt to a rapidly changing environment
• Aptitude in grasping technical concepts and communicating in a manner appropriate to a given audiences
• Ability to apply technical skills, knowledge and troubleshooting experience to additional shrink wrapped and proprietary applications and systems
• Ability to properly document troubleshooting steps and processes
• Previous experience with Healthcare IT Support a plus
• Experience with AS/400 Admin, Citrix, Active Directory, SQL Database, Linux, LAN and VMWare.

Education

• Associates Degree or equivalent experience
• 2-3 Years experience in a IT end user environment
• A Certification Preferred

If you are interested in learning more please contact us at polly.hartsough@aresgrp.com to learn more.