Job Details

Interact with MERS Goodwill employees via multiple communications methods, per established customer service and quality guidelines. Using all available resources (including but not limited to: education, training, knowledgebase, intuition, and escalation resources), resolve customer incidents per established guidelines, processes, and service level agreements. Perform basic wire pulls to support network and technical devices such as alarms and cameras. Perform equipment moves and replacements at various sites (i.e. phones, computers and Point-Of-Sale equipment.) Assist with deployment of new hardware and system upgrades. Assist with inbound Level 1 contacts when not in the field. Ensure ticket documentation is accurate and thorough. Maintain ownership and accountability of workload Identify recurring incidents and trends and escalate appropriately. Adhere to documented personnel and department guidelines and policies. Contribute toward/lead continuous improvement efforts/initiatives; m...Technician, Field, Service Desk, IT, Service, Retail