Help Desk

4 weeks ago

Minneapolis, United States Virtual Full time
Role: Help Desk – Advanced
Duration: 12 Month 
Location:  Minneapolis, MN

What Will You Do?
  • Respond quickly and effectively to escalated 3rd level technical issues in accordance with call center procedures.
  • Final escalation person.  Must have technical expertise to effectively resolve technical issues to efficiently meet customer needs.
  • Audit records of daily data communication transactions, problems and remedial actions taken, or installation activities and follow-up accordingly with 3rd level support, as required.
  • Conduct 3rd level computer diagnostics to investigate problems.
  • Update technical manuals. Develop training materials and operating procedures in the proper use of hardware or software.
  • May research technical documents and feature lists.
  • Act as a subject matter expert and point of escalation for lower-level technicians on Windows 7; Peregrine tickets; HP Service Manager among other technology.
  • Make recommendations for hardware/software upgrades etc. which are applicable to the client technical environment/direction.
What Do You Need to Succeed?
Must-have:
  • Certification, college degree or BA in Technology, Computer Science or equivalent training.
  • 5-9 years’ experience in computer customer service.
  • 5-9 years in a call center environment.
  • Hands-on experience in the troubleshooting and break/fix of applications and/or hardware.
Nice-to-have:
  • MCP (Microsoft Certified Professional).
  • MCSA (Microsoft Certified Systems Administrator).
Skills & Competencies:
  • Knowledge and experience on call center management system.
  • Expert knowledge of Windows XP/VISTA/2000 and LAN/WAN environment.
  • Familiarity with MS Office Suite, Blackberry, and MS Outlook.
  • Expert knowledge of processors, electronic equipment and computer hardware and software.
  • Expert knowledge of industry standard hardware/software
  • Hands-on experience in troubleshooting and break/fix of applications and/or hardware.
  • Expert ability to comprehend specialized technical documentation and apply knowledge to resolve technical issues.
  • Ability to write instructions and/or edit technical memos and technical operational manuals for non-technical people.
  • Ability to write scripts and/or operating instructions to assist 1st or 2nd level help desk employees with specific applications or systems.
  • Excellent interpersonal skills.
  • Ability to coach end users and help desk staff and provide constructive feedback.
  • Ability to perform light manual labor, i.e. lifting monitors or PC’s
  • Superior verbal and written communication skills.
  • Ability to handle multiple concurrent calls / tasks in a fast paced environment.
  • Experienced documentation skills for a help desk environment.
  • May have occasional evening and/or weekend work; rotating on-call after hours support.

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