Responsible for providing technical support to SEI users. Duties include providing phone, email, and remote support for production systems, troubleshooting, and resolving issues while maintaining case tracking of these actions. Special emphasis is given to strong customer service skills.

Essential Duties & Responsibilities:

• Provide support to SEI users over the phone, email, and online by identifying and resolving issues associated with the software, hardware, and account management.
• Coordinates issue escalation to other IT teams and communicates progress and resolution.
• Documentation and case management of all support requests to detail information on reported requests, troubleshooting, actions taken, follow-up, and resolution.
• Meets and exceeds team service level metrics with productivity, case management, and quality of service.
• Keeps apprised of new technology and system updates.
• Complete special projects or other tasks assigned in the agreed-upon timeframe and goals.

Job Skills:

• Proficiency with using case management tools (Salesforce a plus).
• Must possess excellent oral and written communication skills and place a high degree of importance on developing and maintaining a high quality of service.
• Proven ability to learn new technology quickly.
• Ability to solve complex technical issues via phone, email, and online tools.
• Must possess the ability to prioritize tasks, stay organized, and be flexible to changing priorities.
• Ability to work on multiple tasks simultaneously, despite frequent interruptions.
• Consistent, high-level demonstration of integrity and professionalism.

Work Experience:

• Four or more years providing customer service and support for end-user technology.
• Experience in an educational setting is a plus.
• Experience using and troubleshooting with Windows Operating System, Microsoft Office, Internet Browsers is required.
• Experience using and troubleshooting with Mac Operating Systems, Mobile Devices, Chromebook OS, Windows/Mac Hardware, Citrix/VPN connections, and security applications and tools is highly preferred.
• Experience with remote management tools in the resolution of technical issues is a plus.
• Experience with Active Directory, Citrix Director, and Microsoft Administration is a plus.

Education:

• Two-year degree or higher from an accredited institution (preferred) or equivalent work experience.

Other:

• Must be able to travel 0-10% of the time.
• Must be able to lift 25lbs.
• Hybrid office setting with Remote and On-Site.
• Mobility within the office includes movement from floor to floor.
• Travel via plane, car, and metro may be required to perform this job.
• Must be able to work more than scheduled hours per week when business needs warrant.
• Access information using a computer.
• Effectively communicate, both up and down the management chain.
• Effectively cope with stressful situations.
• Strong mental acuity.
• Regular, dependable attendance and punctuality are essential functions of this job.
• Other essential functions and marginal job functions are subject to modification.

• SEI is an Equal Opportunity employer committed to a diverse and inclusive community. We welcome applications from all. While it is not typical for an individual to be hired at or near the top end of the pay range at SEI, we offer a competitive salary and benefits package. The actual base pay offered to the successful candidate may vary depending on multiple factors including, but not limited to, job-related knowledge/skills, experience, business needs, geographical location, and internal pay equity. Our Talent Acquisition Team is ready to discuss your interest in joining SEI. The expected salary range for this position is below.

$17.75 - $27.00 - Hourly

If you require a reasonable accommodation to complete our application process, please contact our Human Resources Department at Careers@strategiced.com.