Help Desk Technician

5 hours ago

Fort Worth TX United States Cornerstone TTS Full time

Job Description: Technical Help Desk Technician

The Technical Help Desk Technician is responsible for providing second-level support for standard software, hardware, ordering systems, handheld devices, and certificate activation processes. This role ensures an effective diagnostic evaluation of end-user needs and consistently delivers timely and satisfactory resolutions to technical issues.

The position also involves delivering technical training and support to personnel and customers via phone. A strong emphasis is placed on providing exceptional customer support, resolving issues effectively in a single interaction, and fostering a seamless customer experience.

Responsibilities:
Provide technical resolutions, including but not limited to:
Identifying, researching, and resolving technical problems.
Responding promptly to support requests via phone, chat, and email.
Accurately document, track, and monitor reported issues to ensure timely resolution using Salesforce.
Escalate recurring or impactful issues to Business Analysts and Team Leads as necessary.
Work in various inbound call queues as assigned by Workforce Management.
Function independently, meeting quality, timeliness, and service standards.
Consistently achieve department KPI metrics, including call quality, service levels, resolution times, schedule adherence, and attendance.
Participate in special projects and other duties as assigned.



Qualifications:
2+ years of experience in a Help Desk call center environment.
Technical degree or relevant technical certification.
Experience in remote desktop troubleshooting.
Proven technical support and customer service experience, including software and mobile device support.
Strong customer service and troubleshooting skills with the ability to build rapport and communicate effectively with diverse audiences.
Excellent verbal and written communication skills.
Proficiency with MS Word, Excel, Outlook, and PowerPoint.
Experience with Salesforce or similar ticketing systems.



Key Responsibilities:
Provide remote technical support to users experiencing issues with ordering systems and related technologies.
Deliver a high level of customer satisfaction through clear communication, problem-solving, and efficient resolution of technical challenges.



This position offers an opportunity to work in a dynamic environment, supporting critical operations while demonstrating technical expertise and a commitment to exceptional customer service.

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