Help Desk Support

Description:

Consists of initial tier support position in a multi-tier environment.  This includes Desktop/Server/Application support for internal clients in a fast paced, dynamic environment. 

 

Responsibilities: Provide initial level account and technical support in a fast paced, dynamic Call Center environmentIsolate issue(s) based on the clients input and provide fast, accurate service/supportTroubleshoot to determine the cause of the issue and most effective resolution methodResolve calls using experience, knowledgebase reference materials, previously documented incidents, peer and lead inputEscalation of unresolved incidents as necessary based on established proceduresProperly record and document all incidents in the call-tracking system according to established proceduresInteract with escalation resources to resolve complex, critical issues in a timely fashionContinuously review support subjects and resource materials and strive to continuously remain current on processes and procedures Performance of more advanced functions as part of training and development.

Qualifications:A+ certification requiredExcellent phone and communication skills to assist non-technical client baseProficient typing skillsAbility to work logically under pressure and successfully resolves stressful situationsAbility to communicate and interact professionally with others. Basic knowledge of desktop applications, as well as a strong understanding of web-based applications

 

College students studying Computer Science/MIS/related subject a bonus

Point-of-Sale (POS) experience a plus
Must be motivated to learn and competitively advance skill set

Minimum one year of experience in IT support or service department required (previous Help Desk / Call Center experience favored)

Must have the ability to work some nights and weekends