Instructional Support Technician / Help Desk
Synectics Inc - Tempe, AZ
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Description :Provides all levels of personnel with administrative and technical support assistance for all questions related to troubleshooting online learning, requesting training, and other training and computer related activities.This includes responsibility for tier one (1) help desk and customer support and troubleshooting in a large organization with a Learning Management System (LMS).Receives emails and calls from all levels of the user community and responds in a tactful, and courteous manner utilizing proper and correct communication etiquette.Responds to user concerns by helping with their problems/procedures; answering questions and/or escalating emails, calls and help desk tickets to the appropriate support service.Performs first level problem determination by defining the level of problem related to eLearning, training assignments, webinars, other online training courses or events, and/or computer workstation problems.Ensures that more complex problems (second level) are routed appropriately and provides follow-up.Interprets messages and errors from various online training software and performs required responsive actions.Maintains up-to-date problem descriptions, work notes, priority, status, and resolution with the use of a problem management system (ServiceNow).Maintains documentation to assist users in learning management system operations and documents changes to departmental operations procedures.Prevents unauthorized access to systems and files per the organization's code of conduct. Qualifications High school diploma or equivalentStrong computer/technical skills and proficiency in Microsoft OfficeCustomer service/communications experience and strong interpersonal skillsHighly organized, ability to work independently, and have a demonstrated ability to meet established deadlinesThe position would be ideal for a recent graduate of an associate or bachelor's degree program with an interest in human resources, organizational development, or communication. Preferred Qualifications: Knowledge of common issues associated with online or web-based learningExperience in the use of a Learning Management SystemExperience with SAP SuccessFactors Learning Management System (LMS)Experience in the use of a problem management systemExperience with ServiceNow Benefits: Healthcare Insurance: Synectics offers eligible employees and their dependents healthcare coverage through BlueCross BlueShield of Illinois. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics. Premiums are subsidized by Synectics. Dental Insurance: Synectics offers eligible employees and their dependents a dental plan through MetLife. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics. Vision Insurance : Synectics offers eligible employees vision insurance through VSP. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics.401(k) Plan: The Synectics Inc. Investment Savings Retirement Plan. Synectics offers all employees who are 21 years of age or older the opportunity to invest in the 401(k) Plan on the first enrollment date that is at least 30 days after employment begins. Enrollment dates are each January 1st, April 1st, July 1st, and October 1st. Technical Certification Bonus: Synectics is pleased to award its employees a bonus of up to $500 for an approved professional certification. In determining the bonus amount, Synectics will consider the cost of the test(s) for any certification relating to your current position, achieved during your employment with us. Only one Certification Bonus per calendar year may be awarded per employee. Only current, active employees will be eligible to receive this bonus. It will be awarded 90 days after the Synectics office has received documentation confirming the successful completion of the certification. Synectics is an equal opportunity employer.
Created: 2024-10-16