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Help Desk

2 months ago

bristol, United States Advanced Call Center Technologies, LLC. Full time

Tuesday, July 2, 2024

HELPDESK TECHNICIAN

Helpdesk Technicians – will be working alongside Helpdesk Technicians and performing the duties of a Helpdesk Technician, but will serve as a first-line resource for issues and problem-solving for fellow technicians.

Job Description:

General Skills

  • Solid leadership and communication skills to coordinate responses to client issues.
  • Strong self-management skills, ability to successfully process daily queues and resource management without continual oversight from leadership
  • Strong communication skills both written and verbal
  • Solid time management and organizational skills to optimize workflow
  • Capability to manage multiple high priority initiatives in a fast paced technical environment
  • Ability to interact professionally with a diverse group of colleagues and clients
  • Ability to remain flexible and adapt work initiatives and schedules to meet client and company needs on an ongoing basis.
  • Technical Skills, topline familiarity with Microsoft Office Suite and Customer Service

Responsibilities

  • First responder to incoming client calls to ACT Helpdesk and route calls according to ACT routing policies
  • Facilitate proactive approaches to problem solving within the framework of “One Call Resolution” goals
  • Oversee daily coordination, routing, and resolution of ticket queues and call coordination
  • Support the Helpdesk Manager in developing measures to improve proactive client communication during issue tracking and resolution.
  • Ensure client requests are understood and assigned properly
  • Consistently perform daily responsibilities outlined in Helpdesk Team Lead’s Daily Checklist
  • Work to identify client requests/tickets that may be stuck in various stages and facilitate their completion as necessary
  • Keep Helpdesk Manager updated on all flow, performance, and coordination efforts of the Helpdesk Team (including daily attendance)
  • Provide leadership to the Helpdesk Team through motivation and support
  • Work to build the Helpdesk Team’s rapport, morale, and motivation

Requirements:

  • 1-3 years technical experience in a desktop support position
  • Must have an Associate’s degree or equivalent experience
  • CompTIA A+ certification preferred and other certifications a plus
  • Experience troubleshooting network, hardware and software issues at the desktop level
  • Excellent customer service background with professional appearance and communication skills required
  • Ability to work successfully in both independent and team environments with minimal supervision and guidance
  • Must be able to lift and move computers and other technology hardware as required
  • Must be able to work flexible hours including weekends