Help Desk Support Jobs

About The Position

Requirements

• Must be at least 21 years of age
• High school diploma (or equivalent) required
• Two (2) years of Help Desk/Support Center experience
• One (1) year of prior supervisory experience strongly preferred
• One (1) year of applied experience with iSeries required
• Must be knowledgeable in basic computer operation and related troubleshooting efforts
• Must be able to type quickly and accurately, preferably at least 50 wpm
• Must have exceptional customer service, communication, and phone etiquette skills
• Must be highly organized, detail-oriented, and able to effectively multi-task
• Must be proficient in various Microsoft Office applications
• Must be able to obtain/maintain any necessary certifications and/or licenses

Nice To Haves

• Associate’s degree or an equivalent level of experience preferred
• ITIL V3 Foundation Certification preferred

Responsibilities

• Supervising the activities of the Support Center and its staff during assigned shift
• Recognizing, identifying, isolating, and resolving problems with information systems products and services
• Coordinating referrals to the appropriate technical, professional, or service personnel, or for escalating to management
• Handling personnel-related matters for assigned staff members including interviewing, hiring/recommending for hire, scheduling, training, evaluating, coaching, and counseling
• Serving as Event Coordinator for all major system events/outages
• Resolving and assisting Support Center staff with resolving the majority of calls at first point of contact through the use of a knowledge base and other knowledge tools
• Escalating problems to second level support areas as appropriate
• Analyzing alarm conditions presented by various internal management systems and performing triage efforts to assist in troubleshooting
• Using appropriate tracking, metrics, and reporting systems to manage, report, and escalate issues
• Ensuring all work is executed in accordance with established P&Ps and applicable regulatory requirements
• Keeping staff informed about activities, problems, P&Ps, and the like
• Actively participating in meetings
• Working with staff to maintain an up-to-date knowledge base
• Ensuring proper prioritization for shift flow
• Keeping management informed about activities and problems
• Providing input into support operations and processes
• Assisting in the development and management of P&Ps
• Assisting in the development of associated training for Support Center staff
• Preparing reports as prescribed and/or requested
• Performing all duties in strict accordance with Company, departmental, and regulatory guidelines and levels at all times while meeting or exceeding established service levels and expectations