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Robert Vega, Director FAC 18 / 2304 Whitis Ave. Stop G6200 78712-1508 • 512-471-7900

Websense, IT Systems Specialist I, Application Deadline, BTT Gateway Job ID 8300

Sun, May 4, 2014

 
The IT Support Specialist I is part of the Global IT Support Team which provides World Class customer support to Websense employees world-wide. This is an entry level position. Team members are responsible for handling employee requests in person and via web, email and phone. Global IT Support is primarily responsible for the support of the employee desktop environment, including but not limited to, computer peripherals, supported software, mobile phones as well as Active Directory and Exchange account and group administration and other related resources. The Team also acts as employee advocates, coordinating with other groups to resolve technical requests.

Essential Functions

Deliver World Class customer support as the first line of contact for inbound requests in person, via web, phone and email
Perform root-cause analysis of customer problems, take correct action and work with management to implement procedures to prevent problems from recurring
Document procedures, corrective actions, and all customer interaction in case management system
Author solutions to customer issues for publication in knowledge base
Keep peers and management informed of trends, significant problems, and unexpected delays
Coordinate with various groups inside and outside the organization on tasks/projects and employee requests
Track inventory assignments using call ticketing system
Audit computers to ensure compliance to IT policy and inventory tracking
Stay up-to-date with both technical and interpersonal skills
Perform other duties and projects as assigned
Education and Experience

Bachelor’s degree in Information Systems, Computer Science, or equivalent experience
One year of customer support experience in a computer user environment
In depth knowledge of Microsoft Windows, Office, Web based software, and various other corporate software applications
In depth knowledge of desktops, laptops, printers, cell phones and various other hardware devices
Understanding of LAN/WAN connectivity and troubleshooting
Familiarity with industry best practices for Security and Data Protection
 
 BTT Gateway Job ID 8300 

 

 

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