Help Desk Tech

The IT Desktop Support Specialist’s primary role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests and application support. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. Candidate may be required to interact with other members of the IT Team to diagnose and resolve unique problems. At times, the candidate may be asked to assist in the maintenance and testing of network, servers and/or associated equipment. Training will be given to employees trainingis 7:00 am to 3:30 pm for ten consecutive days.

Duties and Tasks/Essential Functions:

• Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet;
• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;
• Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, and more.
• Follow standard processes and procedures;
• Redirect problems to appropriate resource;
• Accurately process and record call transactions using a computer and designated tracking software;
• Organize ideas and communicate oral messages appropriate to listeners and situations;
• Stay current with system information, changes and updates

Skill and Knowledge Qualifications:

• Proper phone etiquette;
• Ability to speak and write clearly and accurately;
• Demonstrated proficiency in typing and grammar;
• Knowledge of relevant software computer applications and equipment;
• Knowledge of customer service principles and practices;
• Effective listening skills;
• Willingness to co-operate with others and work to the greater good;
• Multi-tasking capabilities;
• Minimum 12 hours of weekend working availability on a Saturday or Sunday

• Problem Solving,
  Help Desk Experience, Verbal Communication, Operating Systems, Phone Skills,
  Customer Service, Quality Focus, PC Proficiency, System Administration

• Other IT certification helpful but not required

Conditions:

• Must be able to sit for long periods of time
• Position requires use of headset/microphone

Salary: 16.25

Required Education: High School Diploma or GED, 2-year technical degree or similar experience.

Required Experience: 1 year Customer Service

Location: Fargo, North Dakota

JobType: Full Time
Hours: Variable