Candidate Profile:

• Bachelor's degree in computer science, computer information systems or related field
• Customer Service experience
• Ability to effectively operate in a multi-tasking environment

Position Description:

• Assist in troubleshoot and resolve a range of technology related problems experienced by end users in utilization of IS hardware and software.

Essential Duties & Responsibilities:

• Respond to incoming service calls or incidents and support requests via email or through a ticketing system submitted by internal and external users of Turner’s IS systems, and resolve Tier I issues.
• Escalate Tier II and above computer utilization issues for Turner's global user base.
• Identify and report trends observed by the service desk for potential issues/risks to Turner’s IS environment.
• Document tickets and maintain IS knowledge base library.
• Report and analyze service desk metrics.
• Participate in the rollout of new systems to establish support procedures as it relates to the service desk
• Train and mentor HQ Support Technicians, BU IS and end users.
• Compose and publish knowledge based articles related to common issues observed by the service desk for user base and IS staff.
• Contribute to continuous improvement efforts that foster customer service excellence for all of Turner’s technology users.
• Provide after-hours rotational support as the “on call” service desk specialist to Turner’s end users.
• Perform other duties as necessary.

Qualifications (Required):

• Bachelor's degree in computer science, computer information systems or related field and minimum of 1 year of work experience or an equivalent combination of education and experience.
• Customer service experience
• Knowledge of Active Directory
• Experience with Windows 7, Windows 8.1 and Windows 10
• Knowledge of Microsoft operating system, Office 365, MS Exchange, and Microsoft Office applications
• Experience with Office 2010/2013/2016 support
• Knowledge of mobile device support
• Understanding of malware/spyware/anti-virus software
• Able to effectively operate in a multi-tasking environment
• Possess strong interpersonal and communication skills in a professional and effective manner via phone and email

Qualifications (Desired):

• Experience with troubleshooting and ticketing systems
• Desktop\systems support experience
• Knowledge of Lean principles and ITIL methodology

Schedule:

• Full-Time
  • 10:00am - 7:00pm CST

Salary:

• $22.00/Hour (Plus Benefits)

Benefits:

• Free Individual Health Insurance
• Free Training (Program specific)
• Paid Time Off
• Paid Company Holidays
• Education Assistance/Reimbursement (Toward first degree - Bachelors/Associates)
• Individual Mentor 
• 401k Retirement Savings
• Interest free loans (Case basis)
• Benefits valued at up to $25,000.00 annually

Location:

• Dallas, TX
• Hybrid
  • On-site during initial training
  • Upon completion of training, on-site 2 days/week

About WOS

Founded in 2005, Workforce Opportunity Services (WOS) is a leading 501(c)(3) nonprofit committed to developing the skills of untapped talent from historically underrepresented communities through partnerships with organizations dedicated to diversifying their workforce. This includes people of color, first-generation college graduates, veterans and early-career aspirants.

Utilizing a scientifically-based model derived from research conducted at Columbia University, we recruit, educate, train, and place high-potential candidates with leading organizations around the world. To date, WOS has served 6000+ individuals through partnerships with more than 65 corporations in 60+ locations worldwide. For more information, visit wforce.org.