• Job Description

  Req#: 579362

  InspiriTec

  Tier 1 Help Desk Agent

  CWIS Call Center

  
  

  
  

  
  General Function

  
  
  Under general supervision the Service Desk Support management, Tier I Help Desk
  Agent will provide technical software, hardware and network problem resolution,
  making independent decisions by performing question/problem diagnosis in a call
  center environment. Other responsibilities may include password resets, e-mail
  requests, Fax, Web requests and direct requests for Service Desk support.
  Service Desk Support I Tier I will document, research, identify and attempt to
  solve technical problems on initial call and/or triage where appropriate for
  resolution. Document and track support activity and clearly communicate
  technical solutions in a user friendly professional manner. Candidate will
  perform all other related duties assigned. Uses expertise in customer service
  and technical knowledge gained from prior experience to resolve issues
  surrounding installation, applications/systems, functionality, and training on
  software and/or hardware products. Develops working relationships to support
  the goal of providing customers with excellent service as outlined in Service
  Level Agreements (SLAs)

  
  Essential Duties & Responsibilities

  
  
  The duties listed below are intended only as illustrations of the various types
  of work that may be performed. The omission of specific statements of duties
  does not exclude them from the position if the work is similar, related or a
  logical assignment to this position.

  • Assist
  users with all modules as well as security-related and password reset issues,
  where
  applicable.
  
  • Troubleshoot, diagnose and resolve application issues by researching problems
  using available
  information resources such as closed
  tickets, FAQ's and alerts..
  
  • Collaborate effectively with other Service Desk staff members and trainers to
  resolve
  unfamiliar issues.
  
  • Advise users on appropriate action and turnaround times if the information is
  available, as well
  as follow up with them accordingly to
  provide the requested information once received.
  
  • Log all Service Desk calls, emails, and voicemails into the ticketing tool
  for tracking purposes.
  
  • Follow Standard Operating Procedures (SOP).
  
  • Identify and escalate situations requiring urgent attention or expert
  knowledge to appropriate
  Subject Matter Experts.
  
  • Route problems, create, track and document resolutions in regards to all
  ticket request
  assignments.
  
  • Stay current with system information, changes and updates by attending
  Service Desk
  meetings.
  
  • Respond to incoming requests for assistance via calls, emails, or voicemails.
  
  
  • Work on supervisor-assigned projects when requested.
  
  Knowledge, Skills and Abilities required:

  
  
  • Excellent customer service skills.
  
  • Strong verbal and written communication skills.
  
  • Superior interpersonal skills and telephone etiquette.
  
  • Good analytical and problem-solving skills.
  
  • Ability to deal with stress associated with fast-paced work environment.
  
  • Ability to make judgment decisions and adapt to changing work situations.
  
  • Ability to handle 50+ calls per day with calls being different in level of
  complexity
  
  • Ability to work independently, as part of a team, with customers, peers and
  management
  
  • Proficient in Microsoft Office Suite and various Windows operating systems.
  
  • Previous experience supporting general Applications, Security and Web Apps.
  
  • Willingness to work flexible hours/occasional weekend hours.
  
  • Associate Degree in Information Technology or equivalent work experience.
  
  • Current HDI certification and or willingness to become HDI certified
  preferred
  
  Physical and Mental Demands

  
  
  The physical and mental demands described here are representative of those that
  must be met by employees to successfully perform the essential functions of
  this class. Reasonable accommodations may be made to enable individuals with
  disabilities to perform the essential functions. You will be regularly required
  to sit, talk or hear in person and by multi-media, use hands to finger, handle,
  feel or operate standard office equipment and reach with hands and arms.
  Specific vision abilities required by this job include close vision and the
  ability to adjust focus.
  
  
  While performing the duties of this class, employees are regularly required to
  effectively use written and oral communication skills; read and interpret data,
  information and documents; analyze and solve problems; use math and
  mathematical reasoning; learn and apply new skills and information; perform
  highly detailed work on multiple, concurrent tasks; and interact with Colleagues,
  Clients and Vendors. and must maintain composure in a fast paced, high quality
  environment where personal and team accountabilities are the defining factors.

  
  

  EOE/disability/vets

• About the company

  InspiriTec is an award-winning provider of call center solutions which affirmatively hires people with disabilities. Located in USA..

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