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If you are interested and qualified for this role, we invite you to apply.
This position is to ensure proper computer operation so that the end users can accomplish business related tasks. This includes receiving initial calls/emails, and prioritizing, documenting and actively resolving associates IT problems. Makes escalation for incidents when necessary.
This position is to ensure proper computer operation so that the end users can accomplish business related tasks. This includes receiving initial calls/emails, and prioritizing, documenting and actively resolving associates IT problems. Makes escalation for incidents when necessary.
Field/answer incoming requests to the Service Desk via both Telephone and E- mail to ensure courteous, timely and effective resolution to associates issues. (60%)
Investigate and resolve association workstation hardware and software issues and escalate more advanced issues to either Tier 2 or 3 for resolution (15%)
Create initial tracking work orders, document corrective action for problem resolution, use workflow tools and practices to achieve first call resolution (10%)
Perform preventive maintenance, including checking and cleaning of workstations, printers and peripherals. (5%)
Place service calls for 2nd/3rd party vendors. (10%)
Required Skills
Exceptional Customer service skills
MS Certification A+ and or 1-2 year's related experience with basic computer hardware
Exceptional written and oral skills
Experience with Desktop systems and Windows current operating systems
Strong Documentation skills
Proven analytical and problem-solving abilities
Be familiar with Active Directory; resolve associate password related incidents for user environment, and various web based HR applications.
Required Experience
Knowledge of basic computer hardware
Experience with desktop systems, including Windows XP
Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
Exceptional customer service orientation
It is our policy to not discriminate against any individual in violation of federal, state, and local laws as it relates to age, race, color, religion, national origin, sex, marital status, pregnancy, gender identity, disability, sexual orientation, genetic information, veteran/military service, or any other characteristic protected by law.
