IT Helpdesk Representative.
We are looking for an IT Helpdesk Rep to provide first level support for all software, hardware and telecom issues for the our client serving as the primary technical point of contact.
Meet/exceed the customer’s (internal and external) expectations by understanding, anticipating and meeting customer needs. Exhibit proactive communication; act and think with the customers in mind.
Friendly, enthusiastic and energetic with customers, co-workers, managers, and visitors. Promote and project a positive company image; treats others with courtesy and respect.
Provides first and some second-level support on all enterprise platforms.
Accurately log all calls and requests into the helpdesk database either opening a new ticket or updating an existing ticket immediately upon ending the call or at most within 8 hours of taking the call.
Maintains first call resolution above 75%.
Escalates technical support issues to vendors and second level support team in accordance with escalation guidelines.
Updates and resolves tickets within 72 hours when issue is not escalated.
High School Diploma required
1 of multi-tiered support experience.
Must be able to perform, with or without reasonable accommodation, all essential functions of the job.
Excellent customer service and follow-up skills with both internal and external customers.
Capable of working with frequent interruptions and changing priorities.
Strong analytic and conceptual skills.
Ability to work in a fast-paced environment.
Strong verbal and written communication skills with the ability to clearly communicate to all levels of the organization.
Demonstrated ability to interpret business owner requests into anticipated result sets.
Comfortable providing technical support via telephone and remote control desktop tools.
Familiar with all Microsoft Office applications-Word, Excel, Powerpoint, Outlook, Access
Basic to intermediate pc and peripheral hardware troubleshooting skills.
Comfortable performing troubleshooting on local area and wireless networks.