This position is responsible for providing level one technical and functional support of operating system, applications, and Tyson business systems in a networked environment for the end-user. Interaction with the end-users will be predominately via telephone. Primary duties include documentation of all problem management/resolution activities via the support center call tracking tool, and routing and escalation of unresolved calls to the proper second and third level resources. Additional activates may include administration or testing activities that support team goals or department initiatives.
Intermediate computer skills, and an understanding of the fundamentals of personal computer operating systems and productivity software in a networked environment.
The ability to effectively communicate, written and verbally, with customers, peers, and management is essential. Must possess outstanding inter-personal and customer service skills, and be able to work cooperatively and effectively in a team environment.
Special knowledge and abilities specific to the IT customer services environment. This knowledge is usually acquired through two years of college, vocational, or technical school training resulting in an Associate degree and experience in the IT environment.
2+ years experience in a customer support role.