IT Service Center Support I

Job Overview

The IT Service Center Support has frequent contact with Coke Consolidated business partners, employees, customers, peers, and all levels of management. Our Service Center Support Technicians joyfully respond to needs with an eagerness to serve. Therefore, the technician will provide quality telephone support for IT hardware and software-related issues, with a high degree of customer satisfaction and promptly. Responsible for researching, resolving, and responding to complex questions following current high standards. The IT Service Center Support should have advanced computer troubleshooting skills and have a deeper understanding of Coke Consolidated’s processes.

Duties & Responsibilities

• Assists teammates telephonically, electronically, and in-person on a wide array of support requests, including diagnostic support relating to functionality of software, troubleshooting, daily network operations, etc., while demonstrating a high level of customer service
• Observes problem trends in order to report on frequent issues and documents learnings and solutions in order to assist teammates with timely and consistent resolutions to frequently asked questions, including things like account lockouts, intermittent system issues, etc. in order to improve the team’s ability to respond quickly to needs
• Initiates and, or follows up with ServiceNow tickets for teammate issues and concerns
• Escalates complex problems or issues to the next tier of support or the appropriate Center of Excellence for timely resolution
• Assists teammates across the organization with the use of our self-service portal and knowledge base to fulfill future needs independently when practical to do so
• May perform other duties as assigned

Knowledge, Skills, & Abilities

• Positive Attitude - The role requires a positive attitude and a servant’s heart while proving Coke Consolidated customers with a single point of contact for all IT Business and Technical issues
• Eagerness to Learn - Continuous learning is required as Coke Consolidated’s systems and processes continue to change. Learning these systems and processes increases the quality of service and allows greater resolution without forwarding it to Tier 2 support teams
• Personal Pride and a Dedication to full Ownership - The role requires a self-drive, intrinsic motivation to serve people to improve their day, lives. This displays itself through high attendance, so teammates aren’t carrying the workload by themselves, humbly seeking and applying feedback to improve their service and a desire for continuous improvement
• Provide insight and suggestions about ways to improve the Helpdesk and Support functions within IT
• Flexibility - The need to work any shift on the 24,7 Service Center, includes possibly serving on nights, and weekends
• Be available to provide additional coverage when Coca-Cola Consolidated has major system implementations
• More advanced technical knowledge, experience, and understanding of computers, networks, and applications to be able to troubleshoot issues
• A Service Center Support is required to know enough about all our systems and processes to gather data, troubleshoot possible solutions, and if unable to resolve, document enough of the troubleshooting steps to pass along to the next tier for resolution
• They are also relied upon to help the Support Technician 1 employees in answering questions, to improve their knowledge and understanding

Minimum Qualifications

• High school diploma or GED
• Knowledge acquired through 5 to up to 7 years of work experience

Preferred Qualifications

N/A

Work Environment

**Training Schedule:**
- The role begins with in-office training, which will most likely take place from 8:00am to 5:00pm, Monday through Friday, and typically lasts one to two weeks.

**Post-Training Shifts:**
- Once training is completed, the position becomes fully remote.
- Shift assignments are based on seniority, so the candidate will likely be scheduled for one of the mid-day shifts during the week, such as:
- 9:00am – 6:00pm
- 10:00am – 7:00pm
- 10:30am – 7:30pm (Monday through Friday)

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