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Associate I Help Desk

A+ Consulting

  • Birmingham, AL
  • 3 days ago

    Highlights

    Possesses working knowledge of customer support business and technology processes: Call handling processes, Customer shrink wrap software applications, operating system environment, asset tracking, etc. Local school district seeks Help Desk Associate who will provide first-level remote IT services or assist in the delivery of higher level services.

    Numbers & Facts

    LocationBirmingham, AL

    Description

    Local school district seeks Help Desk Associate who will provide first-level remote IT services or assist in the delivery of higher level services.
     
    • Properly enter all calls into the helpdesk system
    • Use predefined triage processes to troubleshoot and resolve or escalate to the appropriate resource within allowed
    • Service Level Agreement parameters
    • Ability to use remote desktop applications in order to troubleshoot end user PC related problems
    • Ability to resolve standard documented problems with minimal assistance
    • Take ownership for customer problem resolution ?
    • Possesses working knowledge of customer support business and technology processes:
    • Call handling processes, Customer shrink wrap software applications, operating system environment, asset tracking, etc.
    • Identify customer-training issues on standard and non-standard products
    • Able to contribute to technical discussions with other team members and contributes to the decision making process
     
    SKILLS: 
    • Able to demonstrate good customer service skills
    • Able to demonstrate proficiency with Helpdesk tools , Microsoft operating systems, MS Office applications and anti-virus software, communications technology devices
    • Able to demonstrate basic hardware and software trouble shooting skills
    • Able to demonstrate good problem solving & critical thinking skills
    • Able to demonstrate ability to work with minimum supervision
    • Able to demonstrate knowledge of all necessary web based tools as it applies to the position (i.e. ProActa, Help desk call tracking applications , etc.)
    • Able to demonstrate willingness to work as a team player
    • Able to demonstrate good organizational skills and ability to attend to details - Ability to travel as required
     
    EXPERIENCE: 0-5 years in a technical customer environment Call Center experience preferred
     
    EDUCATION: -
    • Minimum: High School Diploma or equivalent
    • No less than one entry level certification (A+, N+, or OEM vendor certification)


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