Help Desk Associate (999632)

Work Shift: 12 noon - 9PM

Provides hands-on 1^st level troubleshooting to solve customer technical issues received via telephone to the CSC based Help Desk, and also for customer technical issues walked into the CSC Help Desk, with regards to all of our technology solutions. Ensures internal and external customer satisfaction driving towards maximized customer service at all times.  Implements initiatives to enhance customer satisfaction where necessary. Assists 2^nd level Help Desk Associates with PC repairs and PC assembly, and assists 2^nd level PC Support Representatives with basic troubleshooting. Provide 2^nd level PC Desktop support when permitted. Support 1^st level IT customer service requests and work with IT associates. Support 1^st level IT Telecommunications customer service requests, and work with the Telecommunications Associates. Adhere to all Help Desk system process and procedures including ticket entry, and generating reports on request. Adheres to all defined Help Desk processes and procedures as well as standards for naming, documentation, and security with regards to all systems. Documents all support work, on a timely basis, within the guidelines of the Help Desk and IMAC tracking systems. Follows all processes relating to the flow of support requests between the Help Desk and the various technology specific support groups (i.e. AS/400 support, PC / Network support, etc.) to ensure on-time technical support responsiveness for 2^nd & 3^rd level calls that cannot be solved by the Help Desk. Creates Help Desk related documentation where necessary. Participate as a resource on cross-functional technology related projects. Maintain current knowledge of relevant systems and product offerings in order to provide technically accurate solutions. Consults with MSC departments, associates, and business partners to ensure understanding of the Help Desk’s business impact on each. Performs all duties inherent in the position of MSC Associate as defined by the MSC Code of Conduct. Drives the MSC Culture in the department and throughout the company to ensure unity of purpose and fulfillment of MSC’s mission. Ensures the confidentiality of sensitive information. Travel to CFCs and provide 1^st level CFC IT Support when permitted. Independently learn new technologies through the use of Computer Based Training, Manuals, and other training materials. Take on special projects as assigned and works independently.  Projects may include technical work, documentation, planning and status reports, time accounting, internal customer communication, and coordination with internal customers and IT resources as needed. Participates in special projects and performs additional duties as required.

An Associate’s Degree in Computer Science, a related degree, or equivalent work experience is required. A minimum of one year of AS/400 systems technical experience and related peripherals including the OS/400 operating systems, AS/400 security measures, backup systems, journaling, functions relating to system & communication logs, AS/400 device creation and management, and advanced system performance is preferred. A minimum of one year TWINAX and IP based AS/400 terminal and device setup, configuration, and troubleshooting experience preferred. A minimum of two years of computer hardware and software experience and related peripherals including server and client operating systems, PC applications, Microsoft Office applications, Microsoft Exchange/Outlook messaging systems, in both network and stand-alone installations, Windows 2000, and XP workstation clients in a 2000/2003 server environment, experience in an Ethernet network environment including TCP/IP, and network and dial-up connectivity is required.  Software install experience required.  VPN experienced required, OWA and MOCHA experience preferred.  Active Directory experience preferred. A minimum of two years of Helpdesk IT technical experience is required.

SKILLS: 


IT Help Desk Customer Service Phone Skills required. Excellent Written and Verbal Communication Skills required. Excellent Follow-thru and Follow-up Skills required.

MISCELLANEOUS:


Valid drivers license and the ability to occasionally travel required.

EOE