Provide helpdesk support for inbound calls.
Direct Management Received:
Manager, Help Desk
Direct Management Exercised:
Essential Duties and Responsibilities:
Answer Helpdesk calls from corporate employees to IT.
Perform initial triage of incoming and end-user computer issues and problems, requires quick problem and issue identification.
Create a helpdesk ticket and document all problems and actions taken.
Provide accurate and professional resolution on all supported issues.
Assign tickets while working in a fast-paced environment.
Update customer on status of open tickets.
Accept responsibility/ownership for all assigned tickets from creation to resolution or to the point of escalations (level 2).
Help with Hardware setup and images.
Knowledge, Skills and Abilities
In addition to the list below, it is understood that all positions with the company require individuals who possess a pleasant and friendly attitude, project sensitivity towards customers and fellow employees, and maintain a neat and clean professional appearance. Core competencies have been identified as relevant to every position within the company and include: Ethics and Integrity, Listening, Business Acumen, Customer Focus, Approachable and Savvy, Action Oriented, Managing Time & Priorities, Work/Life Balance, Composure & Patience, Drive for Results, Self Development & Knowledge, Dealing with Change, Decision Quality, and Informing.
(Verbal Communication and Written Communication)
Listens, shows interest
Demonstrates appropriate non-verbal skills and clarifies with questions and paraphrases
Informs, encourages the exchange, access and sharing of information
Modifies communication style appropriately
Is able to write clearly and succinctly to get messages across to the intended receiver for the desired effect
Understands processes and procedures necessary to successfully perform tasks
Possesses the technical and computer skills required in the position
Demonstrates the ability to learn rapidly and adapt quickly to new processes and technology
Managing Time & Priorities
Uses his/her time effectively and efficiently
Focuses efforts on important priorities
Accomplishes more tasks and assignments in less time
Can attend to several priorities at a time
Eliminates roadblocks and stays focused
Plans daily tasks so important work is accomplished
Uses workplace tools, technology or personal methods to keep track of priorities and assignments
Prioritizes and works on multiple tasks effectively while maintaining high quality work results
(Boss Relationships and Peer Relationships)
Works well in cooperation with others for the benefit of the company
Receives and carries out instruction in a positive manner
Responds well to constructive critique from manager and peers
Remains open to learning and coaching
Viewed as a team player by being cooperative and collaborative
Responds quickly with accurate information
Determines root cause of customer issues and works to solve problems meeting customer expectations
Uses logic, analysis and methods to define problems and offers useful solutions
Looks beyond the obvious to find more than one option/solution to choose from
Can find common ground and solve problems for the good of all involved
Gains perspective by asking others for their input before implementing solutions
Daleville Data Center
Full Time 7-4, 8-5 or 9-6
Education - High School diploma or equivalent (GED).
Experience - Six (6) months of work experience beyond high school.
Other - None.
One (1) year of experience in the Information Technology field; experience with hardware, software, and OS troubleshooting.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
Please view Equal Employment Opportunity Posters provided by OFCCP here
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)