Tier 1 HelpDesk CWIS Call Center

  InspiriTec 

Tier 1 Help Desk Agent  

CWIS Call Center 

General Function 

Under general supervision the Service Desk Support management, Tier I Help Desk
Agent will provide technical software, hardware and network problem resolution,
making independent decisions by performing question/problem diagnosis in a call
center environment. Other responsibilities may include password resets, e-mail
requests, Fax, Web requests and direct requests for Service Desk support.
Service Desk Support I Tier I will document, research, identify and attempt to
solve technical problems on initial call and/or triage where appropriate for
resolution. Document and track support activity and clearly communicate
technical solutions in a user friendly professional manner. Candidate will
perform all other related duties assigned. Uses expertise in customer service
and technical knowledge gained from prior experience to resolve issues
surrounding installation, applications/systems, functionality, and training on
software and/or hardware products. Develops working relationships to support
the goal of providing customers with excellent service as outlined in Service
Level Agreements (SLAs) 

Essential Duties & Responsibilities 

The duties listed below are intended only as illustrations of the various types
of work that may be performed. The omission of specific statements of duties
does not exclude them from the position if the work is similar, related or a
logical assignment to this position. 

• Assist
users with all modules as well as security-related and password reset issues,
where
applicable. 

• Troubleshoot, diagnose and resolve application issues by researching problems
using available
information resources such as closed
tickets, FAQ's and alerts.. 

• Collaborate effectively with other Service Desk staff members and trainers to
resolve
unfamiliar issues. 

• Advise users on appropriate action and turnaround times if the information is
available, as well
as follow up with them accordingly to
provide the requested information once received. 

• Log all Service Desk calls, emails, and voicemails into the ticketing tool
for tracking purposes. 

• Follow Standard Operating Procedures (SOP). 

• Identify and escalate situations requiring urgent attention or expert
knowledge to appropriate
Subject Matter Experts.

• Route problems, create, track and document resolutions in regards to all
ticket request
assignments. 

• Stay current with system information, changes and updates by attending
Service Desk
meetings. 

• Respond to incoming requests for assistance via calls, emails, or voicemails.


• Work on supervisor-assigned projects when requested. 

Knowledge, Skills and Abilities required: 

• Excellent customer service skills.

• Strong verbal and written communication skills.

• Superior interpersonal skills and telephone etiquette.

• Good analytical and problem-solving skills.

• Ability to deal with stress associated with fast-paced work environment.

• Ability to make judgment decisions and adapt to changing work situations.

• Ability to handle 50 calls per day with calls being different in level of
complexity

• Ability to work independently, as part of a team, with customers, peers and
management

• Proficient in Microsoft Office Suite and various Windows operating systems.

• Previous experience supporting general Applications, Security and Web Apps.

• Willingness to work flexible hours/occasional weekend hours.

• Associate Degree in Information Technology or equivalent work experience.

• Current HDI certification and or willingness to become HDI certified
preferred

Physical and Mental Demands 

The physical and mental demands described here are representative of those that
must be met by employees to successfully perform the essential functions of
this class. Reasonable accommodations may be made to enable individuals with
disabilities to perform the essential functions. You will be regularly required
to sit, talk or hear in person and by multi-media, use hands to finger, handle,
feel or operate standard office equipment and reach with hands and arms.
Specific vision abilities required by this job include close vision and the
ability to adjust focus.


While performing the duties of this class, employees are regularly required to
effectively use written and oral communication skills; read and interpret data,
information and documents; analyze and solve problems; use math and
mathematical reasoning; learn and apply new skills and information; perform
highly detailed work on multiple, concurrent tasks; and interact with Colleagues,
Clients and Vendors. and must maintain composure in a fast paced, high quality
environment where personal and team accountabilities are the defining factors.  

EOE/disability/vets