Help Desk Support

Short Description: The Help Desk Support (HDS) resource provides technical assistance support over the phone and advice to end users for hardware, software and systems. Complete Description: Short Description: Perform all roles of a level-1 Help Desk Support technician to create a ticket or provide immediate assistance for their issues over the phone. A majority of the calls (75%) are password resets, helping to get access to systems or setting an account. Any other issues would be escalated to the Help Desk for support.

Complete Description:

· This role is focused on level-1 help desk phone support, primarily with system access issues and password

· Support. The ideal candidate must have excellent customer service and communications skills.

· Candidate must be able to:

· handle difficult situations with clients and turn them into a win for the service desk team

· initiate trouble tickets from a service desk system

· answer how-to questions and resolve issues related to system access and password creation/resetmaintain a positive outlook, be professional, and provide excellent customer service

· Greater detail outlined in the skills matrix.

· Work during core business hours of 7:00 AM – 5:00 PM, Monday - Friday, not to exceed a 40 hour work week.

· At least 3 years of relevant experience working in a technical IT call center environment.

· HDS2

· 1 to 3 years field experience and preferred education of 2 year associates degree or equivalent technical study.

Thanks and Regards,

Jane Morgan