Specialist Customer Support EUC I
Hanes Brands

Job Info

Overview

The Specialist Customer Support EUC I provides global IT Services support (such as infrastructure, applications, end-user computing, etc) to employees and third-parties. This role typically provides first level support for highly complex IT Services.

Responsibilities

Resolves IT Services problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems

Makes assessment of problems and determines if the problem is business process, application or infrastructure related

Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records

Escalates unresolved issues to technical specialists, application, or system support specialists

Maintains and updates records and tracking databases for IT Service incidents

Uses expertise in customer service and technical knowledge to resolve issues surrounding installation, usage, and training on software and/or hardware products

Works closely with management to mitigate recurring problems

Adheres to security procedures, change control guidelines and Sarbanes-Oxley requirements

Qualifications

BS/BA in IT or related field

1-3 years of experience in IT

Excellent customer service, forms strong working partnerships within IT and the business community

EOE/AA: Minorities/Females/Veterans/Disabled

Only applicants requiring reasonable accommodation for any part of the application and hiring process should contact us directly:

Telephone: 877.999.5553

Email: HBI_TA@hanes.com