Help desk

The Job

Provide exceptional customer service and technical troubleshooting on a variety of software products and hardware platforms.

You Will

• Provide phone and help-desk support for local and off-site users.
• Provide network troubleshooting and support, as well as end-user software and hardware troubleshooting.
• Record detailed incident descriptions in the call tracking system and follow up to resolve issues, ensuring customer satisfaction.
• Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions. Utilize knowledge of the principles, methods, and processes used in network troubleshooting and support.
• Respond to all Help Desk calls and escalate to Sr. Help Desk Technicians when required.
• Provide management notifications for all critical system issues that are impacting the business.
• Supply information for metrics used in the daily reporting of the health of corporate technical systems.
• Participate in on-call rotation support.
• Participate in the installation, configuration, and upgrade of computer hardware and software.
• Assist in the administration of e-mail systems.
• Participate in special projects as required.
• Maintain current knowledge of relevant hardware and software applications as assigned.
• Participate in associated technical and professional societies and related associations with this position. Further education by attending related classes and seminars as instructed.
• Contribute to team effort by accomplishing related results as needed.
• Actively support the achievement of SCAN’s Vision and Goals.
• Other duties as assigned.

Your Qualifications

• Associate’s degree in Computer Systems or related field of study preferred
• A comparable combination of education / experience and / or training will be considered equivalent to the education listed above.
• 3-4 years’ working in a call center help desk environment.
• Advanced experience with PC software, database software, and working knowledge of Microsoft Office applications.
• Advanced PC hardware experience, including installation and relocation.
• Ability to analyze customer problems by type and severity for problem determination and resolve independently.
• Strong attention to detail.
• Strong interpersonal skills, including excellent written and verbal communication skills.
• Strong organizational skills; Ability to multitask.
• Ability to appropriately maintain confidentiality.
• Strong analytical and critical thinking skills, required.

What's in it for you?

• Hourly rate : $27 to $44
• An annual employee bonus program
• Robust Wellness Program
• Generous paid-time-off (PTO)
• 11 paid holidays per year, 1 floating holiday, birthday off, and 2 volunteer days
• Robust employee recognition program
• Tuition reimbursement
• An opportunity to become part of a team that makes a difference to our members and our community every day!

Last updated : 2024-10-21

Salary : $27 - $44