Essential Job Functions:

1. Take incoming calls from service customers and monitor tech support emails requesting technical service.

2. Gather information about the problem and create a service ticket.

· If Help Desk technician cannot resolve the issue, escalate the information to the Client Services Coordinator to schedule and assign an engineer to complete the ticket.

§ As customer request calls are received via email, walk up, or phone call create a service ticket with information provided. Verify accuracy of contact person, location and phone number.

§ Consult the technical service manager when input is needed on scheduling service appointments.

§ Monitor and manage service tickets from creation thru closure.

§ Review service tickets for outstanding work required.

· Attend Technical Services and project meetings when assigned.

· Take-in “walk-up” customer hardware repairs and schedule service tickets

§ Monitor work bench hardware status to assist when necessary. (Coordinate with assigned technician)

§ Take all customer calls regarding bench work.

· Make weekly update to the On-Call service board and Bi-monthly create On-call schedule.

3. Internal customer service duties.

· Assist with employee computer problems as assigned.

· Assist training with the classroom imaging as assigned.

· Make basic user addition and deletions from Active Directory as assigned.

· Supply information to engineers and customers when requested.

· Help establish and document Hardware/Inventory Procedures and Standards.

· Other tasks/duties as assigned.

Skills, Knowledge, and Abilities Required

• Excellent computer skills.
• Ability to communicate with customers, co-workers, management, and business contacts in a courteous, professional manner.
• Ability to excel in a team setting.
• Strong organization skills.
• Ability to multi-task.
• Have a working knowledge of help desk and managed services.
• Ability to research and learn new software applications quickly.
• Excellent technical writing skills in creating JIS, procedures, and standards.
• Ability to work through stressful situations while keeping a positive attitude.
• Honest and dependable.
• Must be able to pass a background check

Job Type: Contract

Pay: $22.66 - $28.09 per hour

Expected hours: 40 per week

Benefits:

• Flexible schedule
• Health insurance
• Life insurance
• Paid time off

Schedule:

• 8 hour shift

Work Location: In person