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Help Desk

4 months ago

Boston, United States Westinghouse Electric Company, LLC Full time

Help Desk Coordinator - 12 Months

Richmond, VA

Must be local to Richmond, VA

To help with technical needs and provide support to employees. This level is staffed by individuals who have help desk & call center experience delivering excellent customer service. This position is 100% phone support.

Duties and Responsibilities

  • Computer hardware/software, iDevices, Tough Books, Windows 7 & 10 OS, MS Office suite, Share Point, Active Directory, Skype, Mainframe, Print management tools
  • ServiceNow ticketing system experience is preferred. Strong analytical/troubleshooting skills with experience identifying issues quickly to determine if the solution can be applied during the call or if the issue requires escalation is also required.
  • Ability to identify and solve problems quickly/escalate issues efficiently
  • Familiarity with knowledge process for creating procedural articles is desirable,
  • Ability to multitask while client is on the phone by researching knowledge and documenting tickets
  • Demonstrated competency in logical and analytical thinking
  • Experience in the adaptation and application of rapidly changing technology to business needs,
  • Proficient at exercising self-discipline and mindfulness in open call center environment,
  • Experience working in contact center environment where the importance of adhering to scheduled breaks is measured,
  • Experience working and performing well in environment where individual performance metrics and scores are measured monthly,
The ideal candidate will have the following qualifications
  • At least 1 yr of IT Phone Support experience
  • Ability to work any 8 hour shift within 6AM-6PM EST time span as needed
  • Flexibility to support 24x7 shifts during inclement weather events including Holiday and weekend as needed.


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