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US Citizenship is required
Opportunity supporting customers in a fast paced Help Desk/Service Desk Environment. Resolves technical problems and answers queries that originate by telephone, voice mail, or e-mail. Resolves issues surrounding computer hardware, software, network, and telecommunications systems while demonstrating expertise in customer service and technical knowledge. Records, maintains and updates records in the Incident Management system. Performs analysis of problems and assist with corrective action to restore functionality, and works with technical, customer service or development staff to resolve recurring problems and issues with applications and/or products. Documents and submits problem resolutions to the knowledge database in order to assist other Help Desk personnel with problem resolutions.
- Service Desk provides 7x24x365 support including weekends and holidays.
- High call volume
- Follow established procedures and guidelines
- Works with minimal supervision.
Job Qualifications: Must possess excellent verbal and written communication skills. Must be customer and detail oriented and possess good decision-making ability. Strong troubleshooting abilities are a must. Knowledge and understanding of customer service techniques. Prefer knowledge of Microsoft Office automation solutions, and a willingness to learn new tools and technologies and take on new responsibilities as assigned.
Education: AA Degree preferred.
Certifications: Certified Help Desk Professional, MCP, MCSE, A+, or certificate in related discipline preferred.
Experience: Up to Two years of related experience preferred. Experience using Peregrine or similar trouble ticketing system preferred.
*# of Years Experience 2 + IT or Call Center \ Customer Service or Combination
*Educational Requirements: High School Diploma \ GED Required AA Preferred
*Please specify any Other Details/Requirements for this position:
Associated Degree or greater preferred
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