Information Technology Help Desk

Job title:
Customer Supp/Account Rep-Sr
-IT

Pay rate: $24.00/hour

Shift Requirements:

• All applicants must meet shift Requirements.
• Afternoon coverage as late as 6 - 8pm local time shift end.
• Weekend coverage every Sunday as a permanent shift. This includes a 10% base pay increase.

Descriptio

n:

The Service Desk Agent is the first point of contact for the users who call our IT Service Desk. While providing the highest level of customer service, the Service Desk Agent answers incoming calls, tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve issues in a timely fashion. The Service Desk Agent is focused on providing best in class customer service, achieving high levels of first call resolution, and identifying opportunities to streamline/automate agent proces

s.
Responsibilit
es inclu

• de:
  
  Demonstrate strong customer service skills to provide phone support includi
• ng:
  
  Demonstrate strong customer service skills to provide phone support includi
• ng:
  
  Listening to the customer to gain an accurate understanding of the situat
• ion Being empathetic to the customer's situation and having a sense of urgency to resolve the is
• ue Producing accurate, detailed documentation at the client, problem and incident le
• vel Resolving confl
• ict Responsible for high quality end-user technical support, related to enterprise software and hardw
• are Responsibilities include assessment, triage, research, training/education and resolution of incidents and requests regarding the use of application software products and/or infrastructure components in a fast paced 7x24x365 environme
• nt.
  
  Under general oversight, provides after hours and weekend support as need
• ed.
  
  The position requires attention to detail, follow through, teamwork focus and positive attitu
• de.
  
  An understanding of technology and the ability to apply that knowledge to support all existing syst
• ems Supports all aspects of client support and immediate computing needs while demonstrating professionalism and composure on the phone, via an online chat and/or in per
• son Create a positive customer support experience, build rapport and trust with end users through professional attitude and approach to problem understanding, ensuring timely resolution or escalation by providing urgency, business impact evaluation and communicating the status to the end user promp
• tly Identifies and works with internal end users to provide guidance and support, sound communications and customer service principles without becoming unprofessional in difficult situati
• ons Provides investigation, diagnosis, resolution and recovery for hardware/software probl
• ems Installs, modifies, cleans up, run diagnostic programs and repairs computer hardware/ peripherals and softw

are Qualificatio

• redTwo to five years of proven, qualified related work experience in a comparable complex, high tech and fast paced work environm
• ent Preferred work experience in technical support role but not requi
• red Ability to diagnose the cause of problems in a complex environment and to provide effective solutions quic
• klySelf-motivated and ability to work on own initiative in a high-pressure environm
• ent Willing to work variable shifts including evenings, weekends and public holid
• ays
  
  *** Responsible for high quality end-user technical support, related to enterprise software and hard
• ware
  
  An understanding of technology and the ability to apply that knowledge to support all existing sys
• tems Provides investigation, diagnosis, resolution and recovery for hardware/software prob
• lems
  
  Two to five years of proven, qualified related work experience in a comparable complex, high tech and fast paced work environme

nt*
* Required Educat

ion:
High school diploma or GED with relevant work exper

s Info Russell Tobin offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred ve

ndors.