Help Desk -III (Remote)

• Respond to incoming customer requests for service promptly, courteously, and in a professional manner. Record customer information following established guidelines; verify information and enter detailed key troubleshooting information into the Incident Management System.
• Reply to customers with established incidents in a timely manner following established standard operating procedures or directives. Update assigned incidents with all changes as they occur.
• Conduct an assessment of the incident based on the customer’s description; identify the priority and escalate the incident to the appropriate assignment group when unable to resolve the incident on first contact. Follow established escalation procedures.
• Provide prompt customer support and response to all requests. Methods of request include incoming telephone calls, e-mail, Web submitted incidents, and voice messages. Perform diagnostics and troubleshooting for supported the client hardware.
• Monitor requests for software installations and fulfill those requests in a timely manner.
• Consult with Help Desk Team Leads and Supervisor as necessary for guidance and support.

• Perform general maintenance on recycled Admin workstations to ensure assets are working properly prior to reassignment for EdNet purposes.
• Create, organize, review, and update Help Desk knowledgebase documents used to resolve and accurately dispatch customer incidents.
• Participate in quality and process improvement projects and initiatives.
• Completion of Other Duties and special assignments as assigned.

• Attend requested meetings, seminars, or training.
• Perform other duties as assigned.
• Identify training needs and request approval to attend.

• Ability to work with diverse customers in a calm, respectful manner to address potentially difficulty situations.
• Ability to manage and work on multiple priorities or projects.
• Ability to document standard operating procedural documentation as it pertains for support procedures and properly assigning unresolved incidents.
• Ability to effectively multitask and prioritize workload.
• Effective oral and written communication skills.
• Ability to work in a team oriented collaborative work environment.
• Understanding of the use of Help Desk incident management and asset management systems
• Knowledge of State and Agency customer base and associated hardware and software applications.
• Ability to perform diagnostics on hardware of software.
• Knowledge of general analytical and troubleshooting procedures.
• Knowledge of industry-standard computer application software, such as the MS-Office suite.
• Knowledge of IBM compatible computer hardware.
• Demonstrated technical competence in a customer support environment and knowledge of information systems technology and operations.

• Excellent customer service skills,
• Two years of support experience with Windows 10, and Microsoft Office 2019.
• Two years of experience with Network and Printer troubleshooting.
• Must be proficient is typing skills and be able to multi-task.

• Prior Help Desk experience in a call center environment.
• Previous experience using Incident and Knowledge base systems.
• Desirable to have 2 years support experience with iOS devices.

Serigor