Help Desk Support

Description

As a key member of the Digital Services Support Team the Help Desk Coordinator will provide front line customer support by fielding and processing all incoming service requests and monitoring the activity of the Help Desk Team. This position is part of an On-Call rotation. The work shift for this role is 10am-7pm CST. The candidate can sit anywhere in the US and needs to be willing to work this shift.

Skills

Help desk support, Troubleshooting, Customer service, Help desk, Service desk, Windows 10, Windows

Top Skills Details

Help desk support,Troubleshooting,Customer service

Additional Skills & Qualifications

• Respond to incoming service requests in a timely manner, gather pertinent information and document in the Help Desk System • Classify, and prioritize all service requests according to department standards and guidelines • Troubleshoot issues related to personal computer hardware, software, and operating systems; printers; email; network/internet access; mobile devices, and any other requests within the scope of their expertise. • Document all activity in a timely manner using the internal Help Desk System according to departmental standards and guidelines. • Reassign and/or escalate service requests in a timely manner to the appropriate resource and level when necessary • Maintain the resolution knowledgebase by posting all relevant solutions. • Provide information and reports as requested • Prepare and present enterprise communications as required • Work with Support Engineers and other internal service providers to guarantee smooth handoffs • Mentor Help Desk Technician I staff to improve their technical proficiency and customer service level • Assist DS Support Manager with internal projects that improve the overall effectiveness of the Help Desk Team • Monitor Help Desk Team workloads and backlogs to facilitate higher service level and achieve team goals • Connect to systems remotely and work with employees to identify computing problems and correct them • Identify Problems and Trends in the environment and assist with problem solving proactively • Perform other duties, as assigned

Experience Level

Intermediate Level