TCC Software Solutions Service Provider Technician II in Indianapolis, Indiana

TCC Software Solutions knows that to grow a successful business, you have to build upon a strong foundation. TCC's leadership team is comprised of Executive and Practice Leaders that bring not only expansive knowledge and experience, but an inherent understanding of how to adapt, innovate and swiftly execute in an environment that offers enormous opportunity.

Desktop and server troubleshooting, customer service, documentation, prior Managed Services experience is a plus.

Job Description

  • Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected

  • Ensures maximum issue resolutions in minimum time

  • Evaluates new information systems products or services and suggests changes to existing products or services to better aide the end user

  • Identify, research, and resolve complex technical problems

  • Creates and manages escalation procedures and ensures service levels are maintained

  • Document, track, and monitor problems to ensure resolution in a timely manner

  • Develops standards, policies, and procedures for the Help Desk

  • Maintains a solution data base of technical issues affecting end users

  • Manages the help desk system software and its database

  • Phone and remote support for incoming tickets

  • Communication with customers to coordinate scheduling of on-site support

  • Documenting problem resolutions

  • Device configuration for emergency replacements

  • Provide regular status updates including details on any delays or unforeseen problems with the upgrade process.

  • Responsible for providing hardware and software required for this work effort along with overseeing all work and approving any changes required for its success.

    Qualifications

  • Associate's Degree or equivalent experience

  • 1-3 years of experience in the field or related area

Benefits

  • Medical, Dental, Vision Insurance

  • Company sponsored 401k

  • Paid Time Off