What are the responsibilities and job description for the Help Desk - Tier 1 Agent position at Local It Corp?
Job Description
JOB PURPOSE
Help Desk Tier I agent’s primary function is to maintain high availability on the phones.
Download voicemail periodically and follow-up with users to create Help Desk tickets.
Tier I agents follow documented troubleshooting steps and work with Tier II agents to
resolve issues before the ticket leaves the Help Desk. Tier I agents also participate in the wrong student number process, which is performed at all levels in the Help Desk.
Essential Functions
Two or four years of College resulting in an Associate or Bachelor’s Degree or
equivalent work experience
Experience / Background
3 to 5 years
Candidate must be located in the Columbus Ohio area
Special Knowledge / Skills / Abilities
Demonstrates Strong knowledge of help desk tool sets and call tracking systems.
Models excellent communication and interpersonal skills to mentor peers.
Determines root cause analysis of chronic issues.
Is a proficient user of MS Office Suite, Windows XP OS, Outlook, Internet Explorer.
Able to de-escalate irate callers effectively.
40 Hour Work Week - Contract Renews Yearly
FORMAL TRAINING AND PROFICIENCY ASSESSMENT WILL BE CONDUCTED. POSITION OFFERS OPPORTUNITY FOR ONGOING PROFESSIONAL DEVELOPMENT.
Company Description
Local IT company - Columbus, OH
Local IT company - Columbus, OH
JOB PURPOSE
Help Desk Tier I agent’s primary function is to maintain high availability on the phones.
Download voicemail periodically and follow-up with users to create Help Desk tickets.
Tier I agents follow documented troubleshooting steps and work with Tier II agents to
resolve issues before the ticket leaves the Help Desk. Tier I agents also participate in the wrong student number process, which is performed at all levels in the Help Desk.
Essential Functions
- Maintain maximum phone system availability throughout the day
- Troubleshoot and answer user/vendor/admin questions regarding the systems used in
- Control the customer call to obtain information required to resolve the issue. Use
- Use CA-Unicenter to create, route, and close call tickets.
- Adhere to Incident Management standards for routing, communicating, and escalating
- Create and maintain user documentation, stored in the Knowledge base.
- Download voicemail for customers from the call center phone line. Create and route
- Monitor call queues as needed to ensure incidents are escalated in a timely fashion
- Ability to setup and update Help Desk monitor as needed for incident communication
- Ability to setup new Help Desk agents in the Nortel call center system
- Process requests from Columbus residents who do not have students in CCS.
- Process Help Desk requests via email as needed
- Contribute information and articles to be used in the Help Desk Monthly Newsletters.
- Support specialized applications developed for district use.
- Adhere to all Help Desk policies and procedures as set forth by the Help Desk Team
- Perform weekend Health Checks as determined by rotation.
- Other duties as assigned.
Two or four years of College resulting in an Associate or Bachelor’s Degree or
equivalent work experience
Experience / Background
3 to 5 years
Candidate must be located in the Columbus Ohio area
Special Knowledge / Skills / Abilities
Demonstrates Strong knowledge of help desk tool sets and call tracking systems.
Models excellent communication and interpersonal skills to mentor peers.
Determines root cause analysis of chronic issues.
Is a proficient user of MS Office Suite, Windows XP OS, Outlook, Internet Explorer.
Able to de-escalate irate callers effectively.
40 Hour Work Week - Contract Renews Yearly
FORMAL TRAINING AND PROFICIENCY ASSESSMENT WILL BE CONDUCTED. POSITION OFFERS OPPORTUNITY FOR ONGOING PROFESSIONAL DEVELOPMENT.
Company Description
Local IT company - Columbus, OH
Local IT company - Columbus, OH