Senior IT Help Desk Technician

Job description

Overview

GENERAL SUMMARY OF POSITION:

Under the direct supervision of the Help Desk Manager or designee, the Sr Enterprise Support Technician provides first level support for all incoming calls to the Help Desk via telephone, e-mail, walk-in, and self-service. The Sr Enterprise Support Technician will also provide courteous, timely, and effective resolution of customer issues and serve as a facilitator/coordinator of team efforts/projects.

Responsibilities

MAJOR RESPONSIBILITIES:

  • Provide coverage to the Information Technology Help Desk
  • Train, motivate, lead, foster team collaboration, and serve as the content expert
  • Lead projects and initiatives as directed by management
  • Receive and Responds to telephone, walk-in, e-mail and self-services request in a courteous and professional manner
  • Resolve complex service and problem tickets
  • Use an Automatic Call Distribution system for answering inbound calls and making outbound follow-up calls
  • Applies standard principles, concepts, and techniques toward the identification and resolution of complex user problems with a high level of detail and accuracy.
  • Performs other duties as required
Qualifications

REQUIRED QUALIFICATIONS:

  • Associates degree in relevant field or equivalent working experience
  • 3 years of related experience in a call center or help desk environment
  • Excellent oral and written communication skills
  • Technical acumen for Windows & Mac Operating Systems
  • Mobile Devices Support (iOS, Windows, Android)
  • Advanced understanding of computer hardware and software technologies including but not limited to remote support, wireless and mobile technologies
  • Ability to work independently and as a team member
  • Ability to accurately follow guidelines, policies and procedures
  • Ability to perform a variety of concurrent tasks with minimal supervision or direction
  • Ability to travel to off-site locations.

 

 

 

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Job No:
Posted: 8/9/2019
Application Due: 10/8/2019
Work Type:
Salary: