ISC TECHNICAL SUPPORT
The Tech Support Position shall provide ISC staff and clients with fast and useful technical assistance on our organizations automated platform (Odysseus Enterprise System-OES). The Tech Support Position shall respond/ and resolve queries on basic technical issues and offer advice to solve them.
In addition, the Tech Support Position shall provide education and training on the OES system to both ISC staff and its clients. Training may be virtual, or classroom based. The Tech Support Position must be able to demonstrate good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also demonstrate the ability to develop and conduct training sessions.
The Tech Support Position shall also conduct system audits, run diagnostic programs, isolate problems, and determine and implement solutions. The Tech Support Position shall work directly with both ISC Principles and Technology Staff to enhance these systems and subsequent roll-outs.
PRIMARY DUTIES AND RESPONSIBILITIES
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Serve as the first point of contact for staff/clients seeking technical assistance over the phone, e-mail, or job ticket
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Perform remote troubleshooting through diagnostic techniques and pertinent questions
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Determine the best solution based on the issue and details provided by staff/clients
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Walk the client through the problem-solving process
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Direct unresolved issues to the next level of support personnel
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Provide accurate information on ISC systems and services
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Document all interactions
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Develop and deliver training programs on the ISC systems
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Work directly with project teams to enhance the system and ensure effective roll-outs
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Identify and suggest possible improvements on procedures
JOB SUMMARY
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Location | St. Louis and/or Chicago
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Department | Technology and Innovation
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Employment Type | Full-time
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Job Function | Technology Specialist
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Required Experience | Entry-Mid Level
REQUIRED QUALIFICATIONS / EXPERIENCE
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Demonstrate the ability to master the ISC OES
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Demonstrate the ability to develop and facilitate training on automated systems
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Working knowledge of office automation products, databases and remote control
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Working knowledge of automated systems, mobile devices and other tech products
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Ability to diagnose and resolve basic technical issues
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Excellent communication skills
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Customer-oriented and cool-tempered
CORE COMPETENCIES/SKILLS
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Has associates degree, technical training or college level courses
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Excellent written and oral communication skills
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Basic programming skills
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Knowledge of Articulate or similar online course development systems
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Knowledge of leading Application Development Platforms
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Flexible style, able to immediately adapt to changing priorities
