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Help Desk Technician

4 months ago

Montpelier, United States Vermont Mutual Insurance Full time

To ensure end-user computer issues/needs are resolved and documented in a timely manner. Examples include: receiving, prioritizing, documenting, and actively resolving end-user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools.

DUTIES & RESPONSIBILITIES

  • Field incoming help requests from end-users via telephone, e-mail, and Jira ticketing system in a courteous manner.
  • Build rapport and elicit problem details from help desk customers.
  • Prioritize problems and escalate to the appropriately experienced technician when required.
  • Evaluate documented resolutions and analyze trends for ways to prevent future problems.
  • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Use diagnostic resources to aid in troubleshooting.
  • Update knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
  • Identify and learn about insurance software used by the organization.
  • Test fixes to ensure problem has been adequately resolved.
  • Perform post-resolution follow-ups to help requests.
  • Performs other duties or special projects as required or as assigned.
SUPERVISION RECEIVED

Moderate supervision is received from the IT Support Services Supervisor and other senior staff members.

QUALIFICATIONS
  • High School education plus one to three years of relevant computer experience, or a combination of education and experience from which comparable knowledge and skills are acquired.
  • Ability to conduct research into a wide range of computing issues as required.
  • Ability to absorb and retain information quickly.
  • Ability to present ideas in user-friendly language.
  • Highly self motivated and directed.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Exceptional customer service skills.
  • Experience working in a team-oriented, collaborative environment.
  • Knowledge of personal computer hardware and software applications.
  • Exceptional written and oral communications skills.
  • Ability to work effectively on the phone as a help desk call center agent
  • Ability to establish and maintain effective working relationships.
  • Good planning, organizational, and time management skills.
  • Good documentation and analytical/problem solving skills.
  • Ability to deal effectively and courteously with a wide variety of company users who have varying levels of computer understanding and experience, as well as outside vendors and consultants.
PHYSICAL DEMANDS/WORKING CONDITIONS
  • Predominately sedentary office position with high frequency of keyboarding/computer and phone work required.
  • The physical demands are minimal and typical of similar jobs in comparable organizations.
  • The work environment is representative and typical of similar jobs in comparable organizations.