Help Desk Tier II

4 weeks ago


Greensboro, United States CRG Full time
IT Help Desk, Tier II
Location: Greensboro, NC (100% Onsite)
Pay Rate: $50,000

Responsibilities:
  • Build ongoing relationships with users in local offices, remote offices, and in the field.
  • Answer incoming support inquiries via various channels (Chat, phone, email, etc.)
  • Log every call with enough detail to fully describe the events of the call, in a way that it will tell a story to others reading the tech support call notes and knowledge base.
  • Develop a strong technical and business understanding of our locating applications and mobile resources.
  • Add a personal touch to the support engagement
  • Perform incident triage and forward difficult issues to the next level support specialist.
  • Maintain ownership of incidents until resolved or escalated for further research.
  • Learn and perform computer hardware troubleshooting and repairs.
  • Develop a strong understanding of company policies, user requirements, and processes
  • Work individually and with a team to solve technical problems while communicating trending issues and best practices
  • Collaborate with leadership to improve skill sets and career development opportunities
Educational Requirements:
  • High school diploma or equivalent (Required)
  • Associate degree (Appreciated)
Qualifications:
  • Ability to deliver superior customer service
  • Sound organizational skills
  • Excellent oral/written communication skills
  • Microsoft Office products experience
  • A+ and Network certifications a plus

Category Code: JN008
#zr

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