Help Desk Associate
Unable to work C2C
Provides first line technical support for local and remote users, resolving technical problems and answering queries through various channels such as telephone, chat, email, and tickets submitted online. Follows all company and department documented policies and procedures. Identifies, diagnoses, isolates, and resolves problems with hardware, software, network, and system/applications utilizing technical skills, historical database records, and knowledgebase documentation. Supporting commercial (COTS) software, customer specific applications, internet browsers, desktops, laptops, mobile devices and more. May route tickets to product line specialists, application, or system support specialists, requiring clearly documented descriptions of customers request and all troubleshooting performed. Maintains and updates records in Incident Management and Service Request system.
Top 3 - 5 Skills/Requirements:
· Excellent communicator
· Some kind of tech cert or tech schooling/experience
· Proven experience providing effective and professional communication, addressing moderately complex technical issues via telephone, email, and chat
- Desire to help
- Desire to learn
- Stern understanding of following the regulations. They might want to fix the problem themselves and Google the answer, but there's protocols and they're not allowed to do that.
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