Senior Assistant Help Desk Technician

Description
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Essential Job Functions
• Answers help desk telephones for assigned account(s) and responds to customer inquiries to ensure customer needs are met.
• Assists customers in resolving technical problems on assigned by providing guidance regarding software and hardware problems. Resolves and/or refers more complex technical problems through a defined escalation process.
• Follows up with customers to ensure that their inquiries are resolved within the contracted or agreed upon time frame.
• Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.
• Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately.

Basic Qualifications
• High school diploma or G.E.D.
• One or more years of technical training in computer support preferred
• Two or more years of technical or customer support experience
• Experience working with company products and operating systems
• Experience with solving computer related problems
• Experience working with company escalation policy

Other Qualifications
• Interpersonal skills to interact with customers and team members
• Good communication skills
• Organization skills to balance and prioritize work
• Analytical and problem solving skills
• Ability to work in a team environment

Work Environment
• Office environment
• May require shift work