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About the Role
This role provides technical assistance and support for computer systems, software, hardware, IT services, and mobile devices through various contact channels. The individual will troubleshoot, resolve, and escalate end-user inquiries, taking ownership of the customer experience to ensure expectations are met or exceeded.
Responsibilities
- Follows all Corning policies and documented processes including Incident Management, Request Fulfillment and Knowledge Management.
- Utilizes Knowledge Base (KB) articles to provide effective and timely analysis, troubleshooting and accurate resolution/routing of incidents and requests.
- Recommends improvements to KB articles.
- Provides prompt, clear and ongoing communication with leaders and end users to manage expectations.
- Interacts with vendor technical support to ensure effective resolution of 3rd party services.
- Posts service messages & relays updates to internal business groups.
- Actively maintains Assignment Group tickets and assigned tickets according to processes and within established SLAs using Service tracking ticketing system.
- Assists with queue management to route tickets and manage workload across the team.
- Participates as a team member in specialist roles as needed.
- Provides feedback to drive continuous service improvement and prevent reoccurring issues.
- Performs other duties as assigned.
Requirements
- 2-5 years of experience in a Help Desk, Service Desk, or Technical Support environment.
- Must be able to read, understand and apply written instructions in English.
Skills
- Time management
- Ability to meet and keep a schedule
- Ability to multitask, complete tasks and meet deadlines in a fast-paced environment
- Customer service experience
- Strong work ethic
- Attention to detail
- Positive attitude
- Self-starter
- Ability to work in a team environment
- Ability to motivate others
- Strong technical abilities with computers and mobile devices
- Strong organization and planning skills
- Ability to handle changing priorities
- Interpersonal skills
- Empathy and patience
- Clear communication
- Ability to influence
- Experience troubleshooting Microsoft Windows operating systems and desktop issues
- Experience supporting Microsoft 365 applications
- Experience troubleshooting Outlook email and calendar issues
- Experience supporting macOS devices
- Experience with Active Directory account administration and management
- Experience supporting iPhone and Android mobile devices
- Experience with VPN and remote access solutions
- Experience supporting Citrix and virtual desktop environments
- Experience with endpoint security tools
- Experience using remote support tools
- Experience supporting Chrome, Edge, and other web browsers
- Familiarity with Microsoft Azure (IaaS)
- Experience installing, configuring, and troubleshooting enterprise software
- Experience supporting Webex or similar collaboration tools
- Experience using ServiceNow or similar ticketing systems
- Knowledge of ITIL and ITSM best practices
- Strong documentation and knowledge management skills
- Experience with Cisco Finesse or similar contact center applications
Location
- Remote
Work Type
- Full-time
Experience Level
- 2-5 years
Education Level
- Associate degree preferred, or equivalent experience.
Salary/Compensations
- $48,691.00 - $66,951.00
Benefits
- Company-wide bonuses
- Long-term incentives
- 100% company-paid pension benefit
- Matching contributions to 401(k) savings plan
- Medical, dental, and vision insurance
- Paid parental leave
- Family building support
- Fitness benefits
- Company-paid life insurance
- Disability insurance
- Disease management programs
- Paid time off
- Employee Assistance Program (EAP)
- Recognition program
About the Company
- Corning is one of the world’s leading innovators in glass, ceramic, and materials science.
- Technologies push the boundaries of what’s possible.
- Accelerate and transform life sciences, mobile consumer electronics, optical communications, display, automotive, and solar markets.
- Develops trusted products that accelerate drug discovery, development, and delivery.
- Creates damage-resistant cover glass for connected devices.
- Provides optical fiber, wireless technologies, and connectivity solutions.
- Produces precision glass for advanced displays.
- Manufactures auto glass and ceramics for cleaner, safer, and smarter transportation.
- Offers solar polysilicon, wafers, and innovative photovoltaic modules for low-cost solar energy solutions.
Equal Opportunity
- Prohibits discrimination on the basis of race, color, gender, age, religion, national origin, sexual orientation, gender identity or expression, disability, veteran status or any other legally protected status.
- Corning is committed to providing equal employment opportunities and considers requests for reasonable accommodations in accordance with applicable laws.
- Individuals with disabilities or sincerely held religious beliefs may request reasonable accommodations to participate in the application or interview process, perform essential job functions, or access other benefits and privileges of employment.
- To submit a request for reasonable accommodation related to disability or religion, please contact us at accommodations@corning.com.