What are the responsibilities and job description for the Customer Help Desk Technician position at Sunrise Systems, Inc.?
Customer Help Desk Technician
Tentative Shift Start Time : 6 : 00 AM- 6pm
40hours / week
Mon-Fri
Onsite
2222 W. Encanto Blvd., Phoenix, AZ, 85009
4 months Contract (potential to go longer based on business need)
Description
SUMMARY STATEMENT : Under general supervision, provides customer service and technical support by applying a broad understanding of computer systems products and services. Maintains information technology service, functionality, and user satisfaction by answering questions, troubleshooting, and resolving complex problems. Performs related duties as assigned or directed. This classification is designated as uncovered. Incumbent serves at the pleasure of the Director of the Arizona Department of Public Safety.
ESSENTIAL FUNCTIONS (not intended to be all-inclusive) :
1. Serves as the first technical point of contact for users experiencing issues with department web-based portals, websites, and information-sharing systems, including troubleshooting account creation and management, login difficulties, form submissions, payment processing, and other common user issues.
2. Responds to and resolves customer inquiries via phone, email, or chat within established service level agreements (SLAs) or department-defined timelines and protocols, ensuring timely and accurate information is provided.
3. Escalate unresolved technical issues to higher-level support teams when necessary, providing detailed documentation of the problem and any steps taken toward resolution.
4. Diagnoses and resolves basic technical problems related to browser compatibility, network connectivity, and account-related issues such as password resets and profile management.
5. Collaborates with other technical resources team to identify and resolve common technical issues and propose improvements to the customer experience based on recurring issues.
6. Monitors portal performance in real-time, identifying any system outages, slowdowns, or errors and proactively informing users of known issues.
7. Maintains and updates an internal knowledge base with common troubleshooting steps, FAQs, and process documentation to help streamline customer support efforts.
8. Regularly reviews user feedback and support tickets to identify trends, making recommendations for knowledge base improvements, additional resources, or changes to the systems' user interface(s) based on common user challenges.
9. Trains new Help Desk Technicians, sharing best practices, technical knowledge, and customer service techniques.
10. Ensures all interactions comply with privacy policies and data protection regulations, safeguarding user information.
Skills Required
KNOWLEDGE OF : 1. the principles, capabilities, and operation of computer systems and networks.
2. remote desktop control tools to troubleshoot and evaluate issues via telephone.
3. computer helpdesk operating procedures.
4. problem escalation procedures.
SKILL IN : 1. recognizing, identifying, analyzing, and correcting hardware and software malfunctions for computer and network problems.
2. communicating with customers regarding technical needs and computer system problems.
3. entering issues into the Help Desk ticket tracking application and escalating tickets to higher support functions as needed.
Experience Required
ABILITY TO : 1. provide excellent and courteous customer service, even in high-stress or contentious situations.
2. follow detailed verbal and written instructions.
3. work effectively with customers, vendors, and other data processing personnel.
4. use good judgment and caution to execute computer procedures properly.
5. utilize technical reference manuals to resolve problems.
6. communicate effectively both orally and in writing with Department employees and customers.
7. analyze and troubleshoot hardware and software problems.
8. complete work activities using established procedures and guidelines.
9. complete work activities with minimal supervision.
10. take responsibility for actions.
Education Required
Requires two (2) years of experience in a help desk or computer support role.
Education Preferred
Additional Information
WORKING CONDITIONS / PHYSICAL REQUIREMENTS :
1. Primarily office setting.
2. May be required to sit for extended periods of time
3. Availability to work holidays, weekends, irregular hours, shift work and / or respond to emergency callouts on a 24-hour basis. Candidate will need to successfully complete drug screening and lifetime background investigation conducted after selection by dept. Polygraph will be requested if candidate is invited to move to permanent position.
