Job Title: Help Desk Technician
Department: Support
Supervisor: Support Manager
FLSA Status: Non-Exempt
Summary
Provide first line of support to customers. Requires a multitasking mentality and the ability to adapt to changing priorities in a fast-paced environment. This position will require limited travel to client locations within our geographical territory.
Essential Duties and Responsibilities
· Responsible for creation of support tickets.
· Serve as the initial primary point of contact for clients who are requesting technical assistance via phone or email.
· Assist in maintaining client network documentation.
· Alert Support Manager as appropriate for escalation and emergency service.
· Communicate with clients as needed to resolve support issues.
· Maintain a working technical knowledge of office equipment.
· Track and log time in an effective manner
· Responsible for remote client support.
· Provide initial diagnosis of technical support request and escalate complex issues.
· Provide remote support for field technicians.
· Assist with new workstation preparation and configuration.
· Provide friendly, responsive, high quality customer service.
· Report any potential client dissatisfaction to Support Manager.
· Participate in weekly On-Call rotations for emergency service needs.
· Provide end user training for workstation devices as required.
· Aid in the creation of Standard Operating Procedures as directed by the Support Manager
· Other duties as assigned.
Supervisory Responsibilities
This job has no supervisory responsibilities.
Competencies
To perform the job successfully, an individual should demonstrate the following competencies:
· Achievement Focus - Demonstrates persistence and overcomes obstacles. Measures self against standard of excellence. Recognizes and acts on opportunities. Sets and achieves challenging goals. Takes calculated risks to accomplish goals.
· Adaptability - Accepts criticism and feedback. Adapts to changes in the work environment. Changes approach or method to best fit the situation. Manages competing demands.
· Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
· Communications - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods.
· Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals.; completes tasks on time or notifies appropriate person with an alternate plan.
· Problem Solving - Develops alternative solutions. Gathers and analyzes information skillfully. Identifies problems in a timely manner. Resolves problems in early stages. Works well in group problem solving situations.
· Planning & Organization - Integrates changes smoothly. Plans for additional resources. Prioritizes and plans work activities. Sets goals and objectives. Uses time efficiently. Works in an organized manner.
· Quality- Applies feedback to improve performance. Demonstrates accuracy and thoroughness. Displays commitment to excellence. Looks for ways to improve and promote quality. Monitors own work to ensure quality.
· Teamwork - Balances team and individual responsibilities. Contributes to building a positive team spirit. Exhibits objectivity and openness to others' views. Gives and welcomes feedback. Puts success of team above own interests.
· Strategic Thinking – Develops strategies to achieve organizational goals; understands organizations strengths and weaknesses; analyzes market and competition; identifies external threats and opportunities; adapts strategy to changing conditions.
· Use of Technology – Demonstrates required skills; adapts to new technologies; troubleshoots technological problems; uses technology to increase productivity; keeps technical skills up to date.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience: High school diploma or general education degree (GED); or two or more years of prior experience in Help Desk; or equivalent combination of education and experience.
Language Skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Certificates, Licenses, Registrations: Vendor level certifications as required.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to sit. The employee must occasionally lift and/or move up to 40 pounds. Specific vision abilities required by this job include close vision.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is occasionally exposed to outside weather conditions. The noise level in the work environment is usually moderate.
Please do not apply in person, no phone calls please.
Job Type: Full-time
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person
