Kforce has a client that is seeking a Solutions Center Technician in Atlanta, GA. In this role, you will act as single point of contact for staff, parents, patients, physicians, visitors, and community partners seeking technical support and resolution. Our Goal: * Is to provide first call resolution for customers' technical problems while providing excellent customer service * In order to gauge the overall effectiveness of customer service, we use metrics and scorecards to measure performance, productivity, and other factors that lead to increase customer satisfaction * Our call averages anywhere from 300 - 400 a day Key Tasks: * Handle a high volume of tickets, averaging 35-40 tickets per day, effectively resolving issues or escalating as required * Perform password resets and guide users through various workflows * Utilize ServiceNow, our ticketing system, to log and manage support requests efficiently * Troubleshoot technical problems using available knowledge articles and resources * Collaborate with team members to ensure timely issue resolution and seamless customer experiences * Use SCCM for remote assistance and support for end users * Participate in a comprehensive 4-8-week training program to build proficiency and confidence * Engage in ongoing training sessions to expand and update technical knowledge * Maintain open communication with the team lead for regular touchpoints and feedback * Cultivate a list of topics and areas where additional training or support is needed, and communicate these to leadership * Display a team-oriented and thorough approach, consistently seeking to understand and assist users effectively