idealist.org

Volunteer Technology Support Associates Needed

JOB SUMMARY

ESSENTIAL DUTIES AND RESPONSIBILITIES

Entry level support: Provide responsive quality customer service and support at all times. Answer phones and enter work orders into ticketing system and perform light administrative duties (such as documentation) as assigned.

Intermediate support: Provide responsive quality customer service and support at all times. Performs entry level analysis of end user issues and direct implementation of corrective action to restore function on entry level incidents (tier 1) for IT related issues. Function as first-line support for problem resolution and/or escalation. Record all incidents using Track-It help desk software. Interface with other technology personnel for customer issues which cannot be resolved quickly on the telephone. When necessary performs customer follow-up to verify final resolution and determine satisfaction level. Perform other related duties (such as documentation) as assigned.

Advanced support:
Acts as a secondary response for technical support. Provides for complex products, including escalated issues, mainly to end users. Provides support via telephone, written correspondence, and electronic media. Works independently with limited supervision. May provide technical training, coaching and mentoring to other volunteers. May act as substantial technical resource in certain product areas and have the ability to assist on technical issues, projects and administration (such as documentation) as assigned.

SKILLS (all levels)
• Strong technical aptitude.
• Ability to work independently or in a group and must have strong oral and written communication skills.
• Exceptional level of customer/client support performance within a high volume, dynamic and frequently changing environment.
• Ability to communicate effectively with team members, management and other organizations to solve problems relating to technical issues.
• Ability to communicate technical topics to non-technical audience.
• Must have excellent interpersonal skills, and be a quick learner and highly organized.
• Must be extremely motivated to learn and create new and efficient processes.
• Detailed oriented with a thorough and systematic approach to problem solving.
• Ability to perform effectively with minimal supervision and/or coaching.

EDUCATION and/or EXPERIENCE

Education Requirements: Bachelors degree (preferably in Computer Science or MIS/CIS). Relevant experience may be a substitute for education.

Please send an email to suzanne.beer@nmss.org with an attached resume for the technology support volunteer positions and describe which level (beginner, intermediate, advanced) you would be interested in.