Location: Bristol,TN, USA
HELPDESK TECHNICIAN
Helpdesk Technicians - will be working alongside Helpdesk Technicians and performing the duties of a Helpdesk Technician, but will serve as a first-line resource for issues and problem-solving for fellow technicians.
Job Description:
General Skills
* Solid leadership and communication skills to coordinate responses to client issues.
* Strong self-management skills, ability to successfully process daily queues and resource management without continual oversight from leadership
* Strong communication skills both written and verbal
* Solid time management and organizational skills to optimize workflow
* Capability to manage multiple high priority initiatives in a fast paced technical environment
* Ability to interact professionally with a diverse group of colleagues and clients
* Ability to remain flexible and adapt work initiatives and schedules to meet client and company needs on an ongoing basis.
* Technical Skills, topline familiarity with Microsoft Office Suite and Customer Service
Responsibilities
* First responder to incoming client calls to ACT Helpdesk and route calls according to ACT routing policies
* Facilitate proactive approaches to problem solving within the framework of One Call Resolution goals
* Oversee daily coordination, routing, and resolution of ticket queues and call coordination
* Support the Helpdesk Manager in developing measures to improve proactive client communication during issue tracking and resolution.
* Ensure client requests are understood and assigned properly
* Consistently perform daily responsibilities outlined in Helpdesk Team Lead's Daily Checklist
* Work to identify client requests/tickets that may be stuck in various stages and facilitate their completion as necessary
* Keep Helpdesk Manager updated on all flow, performance, and coordination efforts of the Helpdesk Team (including daily attendance)
* Provide leadership to the Helpdesk Team through motivation and support
* Work to build the Helpdesk Team's rapport, morale, and motivation
Requirements:
* 1-3 years technical experience in a desktop support position
* Must have an Associate's degree or equivalent experience
* CompTIA A+ certification preferred and other certifications a plus
* Experience troubleshooting network, hardware and software issues at the desktop level
* Excellent customer service background with professional appearance and communication skills required
* Ability to work successfully in both independent and team environments with minimal supervision and guidance
* Must be able to lift and move computers and other technology hardware as required
* Must be able to work flexible hours including weekends
Other details
* Job Family Help Desk
* Pay Type Hourly
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* Bristol, TN, USA