- High School Diploma or GED
- Help Desk
- 10 Key Calculator
- Microsoft Word
- Customer Service
- Phone Etiquette
The Junior Help Desk Specialist is responsible for providing support to customers requesting assistance with any Access Management supported applications and systems. The Junior Help Desk Specialist will work with customers via phone to conduct password resets, unlock accounts and provide troubleshooting steps to assist the customer as outlined on our system support articles, procedures and work instructions. The Specialist will be required to identify where system issues may be, and if not resolvable, the Specialist will transfer the call to the applicable queue for further processing of the call. As an initial point of contact for applications and systems supported by the MSD, the Helpdesk Specialist must possess strong customer service and communication skills.
Include the following and other duties as assigned.
I. Contribute positively to a work environment that is flexible, adaptable, and team-based
Demonstrate and support Cognosante Values and Behaviors
Provide, receive, and seek feedback in a positive manner to encourage team building
Participate in the development and attainment of team and operational goals
Perform special projects and assignments as needed
Acquire, demonstrate, and apply effective leadership skills
II. Respond to incoming inquiries, telephone from customers.
Research and resolve inquiries in a professional, timely, and accurate manner
Document all inquiry activities in the appropriate reporting system.
III. Actively participate in training on applications and systems updates
Be prompt, present, and actively participate in required training
Complete assessments in a timely manner and to meet/exceed standards as outlined by management
Seek learning opportunities
High school diploma or GED
Basic PC skills
Keyboard skills (typing, 10-key, alpha/numeric)
Proficient in Microsoft Office: Word, Excel, PowerPoint, etc.
Must be a U.S. Citizen
Must complete a full background and credit check for Level 5: Public Trust
Candidates that do not meet the required qualifications will not be considered.
Additional Minimum Qualifications
Minimum six months helpdesk experience
Basic mathematical skills
Experience troubleshooting IT applications
Research, analytical, and problem-solving skills
Ability to organize and prioritize workloads
Ability to work both independently as well as in a team environment
Ability to assess workload, meet deadlines, and adjust as needed
Understanding of basic customer regulations
Excellent communication skills: verbal and written
Comprehensive reading and interpretive skills
Maintain professional telephone etiquette in a variety of situations