Role:
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. 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.
Responsibilities:
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Field incoming help requests from end users via both telephone and e-mail in a courteous manner. Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue. Build rapport and elicit problem details from help desk customers.
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Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician. Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
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Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications, install anti-virus software, perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
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Apply diagnostic utilities to aid in troubleshooting, access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution, identify and learn appropriate software and hardware used and supported by the organization.
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Test fixes to ensure problem has been adequately resolved and perform post-resolution follow-ups to help requests.
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Develop help sheets and frequently asked questions lists for end users.
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Perform other duties as assigned.
Knowledge and Skills:
Experience: One year to three years of similar or related experience. Knowledge of basic computer hardware. Experience with desktop and server operating systems.
Education: A high school education or GED.
Interpersonal skills: Exceptional written and oral communication skills. Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
Other Skills: Strong documentation skills. Ability to conduct research into a wide range of computing issues as required. Ability to absorb and retain information quickly. Ability to present ideas in user-friendly language. Highly self motivated and directed. Keen attention to detail. Proven analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks in a high-pressure environment. Exceptional customer service orientation. Experience working in a team-oriented, collaborative environment.
Physical Requirements: Ability to lift and transport computers and peripherals.
Position Type: Full Time
Hours: 40 hours per week
Current Schedule: Monday - Friday 8a - 5p with a rotating Saturday schedule.
Pay Range: $17.00 - $19.00 per hour. Position also eligible for quarterly incentives and annual bonus.
Actual starting salary will be determined based on skills, experience (to the extent relevant) and other job-related factors, consistent with applicable law.
Benefits:
Paid Time Off
Paid Holidays
401K Plan
Medical
Dental
Vision
Flexible Spending Account Option
Life Insurance
Dependent and Spouse Life Insurance Options
Short Term Disability Insurance
Long Term Disability Insurance
Accident Insurance Options
Hospital Indemnity Insurance Options
Specified Disease Insurance Options
Pet Insurance
Legal/ID Shield Options
Employee Referral Program
Paid Volunteer Day
Employee Loan Discounts
SeaComm is an Equal Opportunity/Affirmative Action Employer. Race/Color/Gender/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Veteran.
