This is an evening shift from 2:30PM - 10:00PM.

Required to handle call and ticket volume at the Corporate IS Service Desk

TYPICAL RESPONSIBILITIES/DUTIES

• Provide a minimum of 8 hours of daily phone/e-mail support.
• Retain ownership of all issues/requests assigned until closure with end user agreement.
• Identify/Troubleshoot/Escalate/Resolve critical issues.
• Notify third level support of performance issues and/or downtimes.
• Identify/Document reoccurring issues and present possible solutions to management. 
• Assist with department administration as needed.
• Provide technical and procedural training to EUS new hires.
• Monitor phone volume and ensure adequate staffing coverage.
• Create/Maintain technical and procedural documentation.

DEPARTMENT SPECIFIC/NON-ESSENTIAL FUNCTIONS:

• Other duties as assigned with or without accommodation.
• Suggest/Implement innovative idea’s to improve the Help Desk processes.
• Complete specified Computer Based Training courses.

     
QUALIFICATIONS (education, experience, special skills):

• Experience: 1-3 years Help Desk experience preferred

Preferred Skills/Qualifications: 

• Technical Certification 
• Technical phone Support
• Experience in troubleshooting Windows Operating Systems
• MS Active Directory 
• MS Exchange
• MS Office Suites 
• MS Internet Explorer
• Strong knowledge of PC hardware and software
• Experience with Symantec Ghost
• Blackberry User Support 

Skills/Competencies: 

• Excellent verbal communication skills
• Good customer service skills
• Telephone and interpersonal skills
• Strong Follow-up Skills 
• Analytical Thinking skills
• Organizational skills

Other Skills: 

• Ability to work independently on special assignments