Job Description
Job Description
Major healthcare organization seeks Helpdesk Associate.
This position is a Technology Helpdesk position and is responsible for the fleet management processes, answering phones, managing email, triage for Xerox Multi-function device issues, i.e. print, scan, copy fax. Training to end users. Updating and creating workflows.
ESSENTIAL FUNCTIONS:
* Provide first-level IT services or assist in the delivery of higher level services to our customers
* Properly enter all calls into the helpdesk system
* Use predefined triage processes to troubleshoot and resolve or escalate to the appropriate resource within allowed
* Service Level Agreement parameters
* Ability to use remote desktop applications in order to troubleshoot end user PC related problems
* Ability to resolve standard documented problems with minimal assistance
* Take ownership for customer problem resolution
* Possesses working knowledge of customer support business and technology processes: -- Call handling processes, Workflow troubleshooting, operating
system environment, asset tracking, supply inventory managment etc.
* Identify customer-training issues on standard and non-standard products
* Able to contribute to technical discussions with other team members and contributes to the decision making process
SKILLS:
* Able to demonstrate good customer service skills
* Able to demonstrate proficiency with Helpdesk tools , Microsoft operating systems, MS Office applications and anti-virus software, communications
technology devices
* Able to demonstrate basic hardware and software trouble shooting skills
* Able to demonstrate good problem solving & critical thinking skills
* Able to demonstrate ability to work with minimum supervision
* Able to demonstrate knowledge of all necessary web based tools as it applies to the position (i.e. ProActa, Help desk call tracking applications , etc.)
* Able to demonstrate willingness to work as a team player
* Able to demonstrate good organizational skills and ability to attend to details
* Ability to travel as required
EXPERIENCE: 0-5 years in a technical customer environment Call Center experience preferred
EDUCATION:
* Minimum: High School Diploma or equivalent
* No less than one entry level certification (A+, N+, or OEM vendor certification)
Company DescriptionAbout A+
Since being founded in 2002, A+ Consulting has grown at a rapid pace. We provide contract , contract to hire and direct hire solutions for IT, Technical Fields, Administrative and Finance Professionals.
Whether you’re a candidate looking for your dream job, or a hiring authority looking for your next top performing employee, contact the experts at A+ Consulting!
A+ Consulting holds certifications as a Small Business and Minority Business Enterprise.
Company Description
About A+\r\nSince being founded in 2002, A+ Consulting has grown at a rapid pace. We provide contract , contract to hire and direct hire solutions for IT, Technical Fields, Administrative and Finance Professionals.\r\nWhether you’re a candidate looking for your dream job, or a hiring authority looking for your next top performing employee, contact the experts at A+ Consulting!\r\nA+ Consulting holds certifications as a Small Business and Minority Business Enterprise.