InspiriTec
Tier 1 Help Desk Agent CWIS Call CenterGeneral FunctionUnder general supervision the Service Desk Support management, Tier I Help DeskAgent will provide technical software, hardware and network problem resolution,making independent decisions by performing question/problem diagnosis in a callcenter environment. Other responsibilities may include password resets, e-mailrequests, Fax, Web requests and direct requests for Service Desk support.Service Desk Support I Tier I will document, research, identify and attempt tosolve technical problems on initial call and/or triage where appropriate forresolution.
Document and track support activity and clearly communicatetechnical solutions in a user friendly professional manner. Candidate willperform all other related duties assigned. Uses expertise in customer serviceand technical knowledge gained from prior experience to resolve issuessurrounding installation, applications/systems, functionality, and training onsoftware and/or hardware products. Develops working relationships to supportthe goal of providing customers with excellent service as outlined in ServiceLevel Agreements (SLAs)Essential Duties & ResponsibilitiesThe duties listed below are intended only as illustrations of the various typesof work that may be performed.
The omission of specific statements of dutiesdoes not exclude them from the position if the work is similar, related or alogical assignment to this position.• Assistusers with all modules as well as security-related and password reset issues,whereapplicable. • Troubleshoot, diagnose and resolve application issues by researching problemsusing availableinformation resources such as closedtickets, FAQ's and alerts.. • Collaborate effectively with other Service Desk staff members and trainers toresolveunfamiliar issues. • Advise users on appropriate action and turnaround times if the information isavailable, as wellas follow up with them accordingly toprovide the requested information once received. • Log all Service Desk calls, emails, and voicemails into the ticketing toolfor tracking purposes. • Follow Standard Operating Procedures (SOP). • Identify and escalate situations requiring urgent attention or expertknowledge to appropriateSubject Matter Experts.• Route problems, create, track and document resolutions in regards to allticket requestassignments. • Stay current with system information, changes and updates by attendingService Deskmeetings. • Respond to incoming requests for assistance via calls, emails, or voicemails.• Work on supervisor-assigned projects when requested. Knowledge, Skills and Abilities required:• Excellent customer service skills.• Strong verbal and written communication skills.• Superior interpersonal skills and telephone etiquette.• Good analytical and problem-solving skills.• Ability to deal with stress associated with fast-paced work environment.• Ability to make judgment decisions and adapt to changing work situations.• Ability to handle 50+ calls per day with calls being different in level ofcomplexity• Ability to work independently, as part of a team, with customers, peers andmanagement• Proficient in Microsoft Office Suite and various Windows operating systems.• Previous experience supporting general Applications, Security and Web Apps.• Willingness to work flexible hours/occasional weekend hours.• Associate Degree in Information Technology or equivalent work experience.• Current HDI certification and or willingness to become HDI certifiedpreferredPhysical and Mental DemandsThe physical and mental demands described here are representative of those thatmust be met by employees to successfully perform the essential functions ofthis class.
Reasonable accommodations may be made to enable individuals withdisabilities to perform the essential functions. You will be regularly requiredto sit, talk or hear in person and by multi-media, use hands to finger, handle,feel or operate standard office equipment and reach with hands and arms.Specific vision abilities required by this job include close vision and theability to adjust focus.While performing the duties of this class, employees are regularly required toeffectively use written and oral communication skills; read and interpret data,information and documents; analyze and solve problems; use math andmathematical reasoning; learn and apply new skills and information; performhighly detailed work on multiple, concurrent tasks; and interact with Colleagues,Clients and Vendors.
and must maintain composure in a fast paced, high qualityenvironment where personal and team accountabilities are the defining factors.EOE/disability/vets
16.74 To 16.74 (USD) Hourly
