Help Desk Technician

2 weeks ago

Springfield, United States Rose International Full time

Description:

Enterprise Technology Services Job Category: Systems Analysis/Design/Dev/OPS Job Title: Help Desk Specialist 2

Duties: Job Title: Help Desk Technician

***Only qualified Helpdesk Technician candidates located near the Springfield, MA area to be considered due to the position requiring an onsite presence***

Education: Associate degree preferred; HS Diploma/ GED required Skills and Experience:

Required Skills:

Call center environment, Help desk, Operations, Workflow, Customer service

Exhibits exceptional Customer Service soft skills.

Additional skills:

Customer service-oriented, Goal-oriented, Problem-solving, Retail sales, technical support, Telephone

Role Characteristics:

Possess strong written and oral communication skills.

Exhibits exceptional Customer Service soft skills.

Demonstrates strong problem-solving and troubleshooting skills to allow efficient and effective problem identification and apply appropriate solutions.

Illustrates high attention to the incident description, detail, and impact Self-motivated and goal-oriented, capable of working in a fast-paced and changing environment.

Good analytical and communication skills, sound judgment, and the ability to work effectively with all support areas Call center environment.

Job Description:

The IT Help Desk Specialist provides the first point of contact for all technical support issues at an enterprise level. The Specialist guides, assists, coordinates, and follows up on client questions, problems, or malfunctions of all systems applications, hardware, and software installed or maintained by IT. They analyze simple to moderately complex inquiries and determine appropriate technical areas or vendors to resolve problems. They consult with Technical Advisors and IT professionals when the appropriate course of action is unclear. When a major problem is suspected, they alert the client community and team members. The role requires sufficient knowledge of IT operations, responsibilities, workflow processes, and procedures to resolve most inquiries. Good analytical and communication skills, sound judgment, and the ability to work effectively with clients and other Systems Division staff are required.

Job Responsibilities:

Interprets, evaluates, and resolves, if possible, telephone inquiries about the functional operation of all installed applications, hardware, and software products supported by IT The primary goal is to provide high-quality, accurate, and time-sensitive service to our customers in a high volume help desk call center environment Is responsible for providing exceptional customer service in a call center environment and technical support by troubleshooting, triage, and management of the incident lifecycle, for all supported business groups and products Utilize internally produced knowledge articles, the internet or seeks advice from peers to help resolve issues Escalate issues to next level support when the solution is unknown or cannot be found within defined timeframes Resolve 70% or more of incidents at first point of contact, achieves performance goals and increased productivity.

Onsite Springfield required. (hours are between 7-7 pm Mon-Friday with 8-hour shifts, 40 hours weekly).

Languages:

English

Read

Write

Speak

Minimum Degree Required: Completed High School (Diploma or GED)

  • **Only those lawfully authorized to work in the designated country associated with the position will be considered.**

  • **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**

Benefits:

For information and details on employment benefits offered with this position, please visit here. Should you have any questions/concerns, please contact our HR Department via our secure website.

California Pay Equity:

For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here.

Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.

If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise, please contact our HR Department.

Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).

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