Description
The Support Specialist III provides phone-based computing support to internal employees, including third-level problem recording, resolution, and escalation of issues.
Support Specialist III works with users whose issues could not be resolved in the first call and answers initial user calls during peak times. The incumbent resolves complex problems immediately and identifies systemic issues or those requiring senior support involvement.
Principal Accountabilities:
1. Assists, trains, and mentors departmental staff, internal customers, and end-users in technical matters related to hardware, software, and peripherals, and educates on compliance with standards.
2. Decides appropriate actions when speaking with customers, such as which steps will resolve their technical problems, and determines when to escalate issues.
3. Distributes software to workstations upon request, applying knowledge of licensing processes and tracking, with an in-depth understanding of common software.
4. Provides hardware troubleshooting and diagnostics, resolving complex known issues, and demonstrating knowledge of hardware standards and components.
5. Serves as a secondary contact for providing authentication and entitlement credentials for LAN/WAN access.
6. Serves as a tertiary contact for password resets for internal applications.
7. Troubleshoots common customer issues, including hardware, software, browser, and remote connectivity problems.
Skills & Software Requirements:
* Approximately 2-3 years of helpdesk support experience in a corporate environment.
* Experience with Google Workspace and VDI is highly beneficial.
* Experience following escalation protocols.
* Availability for a 7am - 4pm shift pattern.
About CME Group:
CME Group (www.cmegroup.com) is the world's leading derivatives marketplace. We impact markets worldwide, transform industries, and build careers shaping tomorrow. We invest in your success, and you own it, working alongside experts who inspire you.
We value diversity and inclusion, considering all potential employees without regard to protected characteristics. Our Candidate Privacy Policy can be found here.
#J-18808-Ljbffr