Helpdesk Support Specialist

3 weeks ago

Cleveland, United States Cleveland Sight Center Full time

**Position:** Helpdesk Support Specialist - Work At Home **Location:** Remote Reporting to Cleveland, OH **Job Id:** 221 **# of Openings:** 5 **Summary** Hourly pay ranges from $11.50 to $13.50 per hour with additional pay when working evening and weekend shifts Cleveland Sight Centers Helpdesk Support Specialist assists callers with technical issues on-behalf of some of Ohios most well-known government agencies including the Ohio Department of Education, the Ohio Secretary of State and the Ohio Department of Developmental Disabilities. Duties include troubleshooting, technical support walk-throughs, password resets and collecting workorders and tickets. Everyone is welcome to apply; we make preference for equally qualified applicants who are blind or have low vision. Attend our house to learn more about the position. **Responsibilities**

* Provide excellent customer service to customers and partners.

* Handle calls and e-mails.

* Generate tickets or escalate calls according to procedure.

* Assist department in meeting customer service goals and service level agreements.

* Maintain accurate records of customer interactions and service.

* Meet requirements as set by the Government Contract, which may be subject to change.

* Utilize reference materials to assist and resolve any inquiries.

* Maintain the strictest confidentiality and privacy of customer and agency information.

* Utilize and support the following software systems: Microsoft Outlook, Microsoft Teams, OH|ID, Multifactor Authentication, ServiceNow, Dynamics 365, Business Services Portal, Work-In-Process, Connected Records for Educators, Scholarship Income Verification, and My Learning.

**Education:** Associate degree, Bachelors degree or relevant certification. **Experience:** Prior customer service experience or IT support experience is preferred. If applicable, demonstrated proficiency in use of Assistive Technology required with either JAWS and/or Zoom Text for visual adaptation. Bilingual Spanish-English capability a plus. **Minimum Requirements**

* Windows 10 computer and high-speed internet (cable, DSL or fiber).

* Landline or VoIP phone service

* Proficient with Internet navigation.

* Must be able to type 30 wpm.

* Proficient with Windows 10 and the Chrome browser.

* Able to multitask and use multiple computer programs at the same time.

* Ability to work a schedule which may include nights, weekends, and holidays, including variable shifts.

* Excellent interpersonal skills and the ability to work in partnership with others.

* Excellent communication skills both written and verbal.

* Ability to handle stressful situations in a professional manner

* Ability to accept constructive feedback and adapt accordingly.

* Able to learn and demonstrate knowledge of products and services that will be supported.

**Physical** Must be able to sit, type and focus on computer work for long durations and be able to listen and speak to customers for long periods of time (2 hours at a time). Must be able to read the read the computer screen or read using a screen reader for extended periods of time (2 hours). Must be able use a computer for extended periods of time (2 hours). *At Cleveland Sight Center, we value our employees and their commitment to our mission and offer competitive pay and benefits such as generous paid time off, medical and dental insurance, 401(k) with employer match, life insurance, short- and long-term disability as well as a welcoming and compassionate work environment.* *Founded in 1906, Cleveland Sight Centers mission is to empower people with vision loss to realize their full potential, and to shape the communitys vision of that potential. We are constantly enhancing the breadth of our services and the sense of community to be a true partner for life for our clients and their families and caregivers.* *The heart of our services is ENGAGE, EDUCATION, EMPLOYMENT, and EMPOWERMENT. These form a continuum that underlies all that we do to help our clients achieve the independence to which they strive. Through our commitment to excellence and innovation we continue to be a national leader in the delivery of services to individuals with vision loss.* **Diversity and Inclusion** The Cleveland Sight Center is committed to values of diversity and inclusion in order to create a climate of respect that is supportive to everyones individual success. We strive to provide an environment favorable to all regardless of race, color, religion, gender, sexual orientation, gender identity, pregnancy, marital status, age, nationality, ethnicity, ancestry, disability, military status, genetic information, protected veteran status, or any other factor or characteristic protected by law. We recognize that the responsibility for diversity and inclusion lies with all at the agency: leadership, administration, staff and volunteers.

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