What are the responsibilities and job description for the Help Desk position at Astyra Corporation?
Job Description
Job Description
Help Desk
This is an onsite position with telework on Fridays
This position requires candidates to work on site one Saturday per quarter, from 8AM-12PM
Description :
This is a Tier 1 position requiring working on phones all day.
This position is 100 on the phones password resets and application support.
No Tier 2 work will be performed.
This is an operational-type job and reliability and communication are key components to making the department successful
The client seeks someone with customer service experience people skills prefer a team environment and have basic IT experience.
Responsibilities :
Provides technical assistance support and advice to end users for hardware software and systems via phone.
Investigates and resolves computer software and hardware problems of users.
Answers questions applying knowledge of computer software hardware systems and procedures.
Talks with technical and non-technical co-workers to research problem and find solution.
Asks user with problem to use telephone and participate in diagnostic procedures using diagnostic software or by listening to and following instructions.
Create and escalate Remedy trouble tickets to Tier 2 Service Desk staff and / or 3rd Party Service Providers as needed to ensure resolution.
Follow quality standards and displays strong customer service skills.
Able to work in a team environment.
Complete assigned tasks.
Excellent communication skills both written and spoken.
Reset or restore mainframe LAN and User IDs and passwords through RACF or Active Directory
Diagnose and coordinate the repair of products by dispatching and tracking the work of appropriate Service Providers.
Research and update as needed reference publications and diagnostic aids to seek information necessary to resolve end user issues.
Required Skills / Knowledge / Experience :
1 years' previous IT Service Desk and / or Call Center experience required, Required 1 Years
Experience with call tracking and ticketing software, Required 1 Years
Attentive to details and ability to be resourceful (using supplied documentation), Required 1 Years
Ability to support users with limited knowledge of computers, software, hardware and systems, Required 1 Years
Above average communication skills and telephone manner., Required 1 Years
Basic User & Security Group Active Directory administration, Required 1 Years
Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365, Required 1 Years
Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation), Required1Years
Excellent organizational skills, Required
You will be a self-motivated achiever who gains satisfaction from providing excellent customer service, Required
Proper email communication will only be done to and from @astyra.com email addresses. Please ensure you are communicating with approved Astyra recruiters by checking this point when receiving offers and messages from us. Please ensure you are communicating within these guidelines and proper channels for the quickest possible interview consideration!
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