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Onshore Outsourcing IT Support Agent-Bilingual in Macon, Missouri

Job Summary:

The IT Support Agent is responsible for:

  • Provide High-Quality customer service to the client, accurately and promptly respond to requests and issues.

  • Work may include assistance with access requests, financial processing, work order management, project management, and related software.

  • The role requires detailed, in-depth knowledge of client applications including use of software or infrastructure components.

Essential Job Functions:

  • Troubleshoot moderate to complex issues and requests as they relate to client technologies. Troubleshoot the problem cause, not just the symptoms, act to prevent problems from recurring.

  • Resolve issues in the prescribed time limits. If unable to resolve escalate to appropriate level 2 representative and follow standard operating procedure as agreed upon with the client regarding ticket ownership.

  • Accurately log, categorize and prioritize all incidents or service requests. Provide first line investigation and diagnosis of incidents and requests.

Other Job Functions:

  • Participate in required training for both technical and interpersonal skills.

  • Participate in efforts to continuously improve Level 1 performance in the areas of issue resolution efficiency, data accuracy, escalation accuracy, response times, and customer satisfaction.

  • Contribute to and maintain knowledge base by documenting known errors, workarounds, procedures, and application specific information.

  • Provide coverage for all modes of communication to include telephone, chat, e-mail or other methods as necessary.

  • Report status, issues, and timelines to management for critical issues being worked.

Minimum Skills & Experience Requirements:

  • High School Diploma is required

  • Fluent in both English and Spanish

  • Ability to work with different backgrounds and cultures

  • Ability to provide excellent customer service to both English and Spanish speaking customers

  • Good verbal and written communication skills, with ability to build and maintain customer, employee, and peer rapport.

  • Familiar with Microsoft Office, and intermediate working knowledge of the Windows Operating System, including but not limited to Windows 10

Preferred Skills & Experience

  • 1-year experience on a Service Desk or Call Center

  • Experience in desktop hardware, typical software applications, operating systems (PC/Mac/Mobile), and network connectivity

  • High standards of personal integrity

  • Open to new ideas ? Builds partnerships for knowledge sharing

Physical Factors:

  • Must possess the mobility to work in an office environment, and to sit or stand for long periods of time with or without accommodation

  • Must be able to maintain audio-visual discrimination and perception needed for making observations, communicating with others, reading, writing and operating office equipment

  • Must be able to use a telephone for verbal communication

  • Must be able to communicate using written means

Working Conditions:

  • Worker is subject to irregular working hours as necessary to facilitate job duties to include work any shift in a 24-hour period to meet client Statement of Work commitments.

  • Work is generally performed in a normal office environment.

  • Tasks may involve extended periods of time at a workstation.

  • Some travel may be required.

This job description is not designed to be all inclusive or contain a comprehensive listing of activities, duties or responsibilities. Additional responsibilities may arise as necessary or as designated by management.

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