Help Desk Representative

3 weeks ago

Sheboygan, United States Accuity Full time

Acuity is seeking a Help Desk Representative to deliver quality customer service to customers, both internal and external, by providing a single point of contact for problems and inquiries. The Help Desk Representative will provide first level technical support to identify and resolve computer software and hardware issues, documenting and tracking user inquiries or problems assigned to the technical support or application development teams, as well as providing one-on-one end-user assistance on a variety of software applications and computer hardware.

ESSENTIAL FUNCTIONS:

  • Ensuring customer satisfaction by responding to Help Desk contacts.
  • Answering, evaluating and prioritizing incoming telephone calls, voice mail, e-mail, chat, Service Now incidents and in-person requests.
  • Interviewing users to gather information about the problem and, if possible leading the user through diagnostic procedures to determine the problem.
  • Managing problem recognition, research, isolation, resolution, and follow-up.
  • Setting and resetting user passwords to applicable systems.
  • Logging and tracking incidents with Service Now.
  • Preparing standard statistical reports, including Help Desk incident reports.
  • Analyzing the incident reports, including but not limited to evaluating the number of Help Desk requests and making recommendations to improve efficiency.
  • Provide telephone, chat, Service Now incident and one-on-one support in the use of company software applications.
  • Monitor and control a pool of IT assets such as laptop computers and MiFis that can be used by employees for special needs.
  • Developing or revising user training manuals and procedures.
  • Regular and predictable attendance.
  • Performs other duties as assigned.
EDUCATION:

High School diploma. Additional course work in computer systems preferred.

EXPERIENCE:

Experience with general desktop computer hardware and software support, Help Desk or a related field are preferred. Insurance knowledge is desirable.

OTHER QUALIFICATIONS:
  • Ability to provide quality customer service.
  • Ability to do in-depth research.
  • Strong problem-solving skills.
  • Excellent interpersonal skills and a high level of energy, enthusiasm, and cooperation.
  • Strong organizational skills, attention to detail, and ability to multitask.
  • Strong technical skills. Understanding of basic computer terminology, desktop and laptop computers, local and remote access methods, LAN & WAN, distributed and mainframe environments.
  • Proficiency in using and supporting a variety of computer software applications such as e-mail, word processing, spreadsheets, and presentation tools.
  • Assist in developing and administering a security awareness program that embraces and supports the IT Security Policy.

*Acuity does not sponsor applicants for U.S. work authorization.*

This job is classified as non-exempt.

The salary range for this position is $20-$30 per hour. This salary range is an estimate and the actual salary will vary based on applicant's education, experience, knowledge, skills, and abilities.

We are an Equal Employment Opportunity employer. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, marital status or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.

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