Job Description :
Title: Help Desk Support
Location: Phoenix, AZ, United States
Length: Long term
Description:
W2 or 1099 only; no c2c - F2F Interview required - Reasonable expenses will be paid for f2f*
JOB DUTIES:
Receives calls, emails, and web inquiries for end users and other external Help Desks
Tracks and logs inquiries into a ticket management database; classifies tickets according to severity classifications
Ensures customer contact and information is accurate on tickets
Troubleshoots and provides solutions to frequently asked questions/requests
Routes inquiries to appropriate teams for triage or resolution
Updates and maintains databases
Monitors internal customer help desk system
Performs other duties appropriate to the assignment
KNOWLEDGE, SKILLS AND ABILITIES (KSAs):
Knowledge of:
General vendor technologies
Customer service principles
Personal computers and common computer software applications
General functional characteristics and capabilities of operating systems for Windows
Basic wireless networking functionality and capability
Basic desktop and laptop support and troubleshooting
Skill in:
Verbal and written communication
Establishing and maintaining interpersonal relationships
Time management and organization
Prioritization
Taking a customer-centric approach to troubleshooting
Ability to:
Synthesize feedback and adjust accordingly
Take initiative to research or seek customer feedback to improve service
Meet strict deadlines
Continuously participate in process improvement practices
PREFERRED QUALIFICATION(S):
Associate’s degree
Three to five (3-5) years experience at a help desk in tier 1 or tier 2 support
Applicants for this position will be required secure and maintain an Arizona Fingerprint Clearance Card.