HELP DESK SUPPORT I

The Help Desk Support I position is responsible for supporting and resolving routine troubleshooting inquiries and service needs. This position is responsible for handling level 1 ticketing issues and escalating issues to senior team members as necessary.

• Serves as the primary point of contact for client assistance, resolves basic end-user PC support, server, and hardware inquiries by applying standard procedures, including ensuring compliance with applicable regulations

• Performs help desk duties in a call center environment with a strong end-user focus

• Documents steps taken for resolving routine requests, keeps customer history up to date using appropriate documentation methods

• Maintains composure and a professional manner at all times, including in stressful situations with clients; understands when to escalate customer concerns to the next level

• Works directly with clients to troubleshoot and ask effective questions to fully diagnose the root cause of a problem

• On call rotation, able to work a rotating weekend shift. Night shift maybe required in accordance with staffing needs

• Performs additional duties as required

MINIMUM QUALIFICATIONS

• Typical candidates will possess 2+ years of relevant experience in a technical customer service role
• Possesses working knowledge of standard end user hardware and software and is able to address most issues by following established procedures
• Proven ability to work within a team environment as well as independently, multi-task and adapt to frequent change
• Proven customer service skills
• Strong oral and written communication skills
  

PREFERRED QUALIFICATIONS

• Associates degree or two years of hands-on technical experience in a technology help desk role
• A+ Certification
• Microsoft Technology Associate
• Knowledge of satellite technology (broadband communication) comprised of satellites, hubs and remote site equipment
  

BEHAVIORAL COMPETENCIES

• Accountability - Level One
• Excellence - Level One
• Innovation - Level One
• Safety - Level One
• Teamwork & Collaboration - Level One
• Communication - Level One
• Process & Analytic Ability - Level One
• Learning Agility - Level One

TECHNICAL COMPETENCIES

• Help Desk - Level One
• Technical Trouble Shooting - Level One
• Network Operations - Level One
• Hardware Installation and Support - Level One
• Software Installation and Support - Level One

PHYSICAL REQUIREMENTS / WORKING CONDITIONS

• Office environment
• While performing the duties of this job, the employee is frequently required to sit. The employee is occasionally required to stand, walk and use hands. The employee may occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job includes close vision and distance vision