Provides call center help desk services, education and support of IT related systems and applications for the client base of end users.
80%, Maintains call queue - actively stays logged in to support phone queue handling end user, IT related application, hardware, software and functionality issues. Creates and maintains ownership of tickets until resolved.
10% Assists with customer application/server outage response, communication and management; the processing of customer move-add-change requests and the completion of related tasks/service calls; new user set-ups, termination requests and remote access token assignment and management.
10% Documentation – Creates and maintains user documentation based on client needs and technical material provided and updates all relative information in the assigned call tracking/service desk software solution
Two years of College/Technical School resulting in an Associate's Degree or equivalent
EXPERIENCE / BACKGROUND
2 - 3 years
ACCREDITATION / CERTIFICATION / LICENSES
HDI Analyst preferred
Microsoft Office Specialist Certification preferred
PREVIOUS JOB EXPERIENCE
Provides Level 1 Helpdesk experience with user interaction and problem resolution
Determines PC, network, and printer problems
Demonstrates user experience in a large scale technology support environment