Job Description :
DirectClient: Texas Department of Information Resources(DIR)
Solicitation#DIRITSAC201801
Title: Help Desk 1
Location: Austin, Texas 78701
Duration: Until February 28, 2019 with possible extension
Rate: $33/hr on W2 all inclusive(without any benefits) or $35/hr on C-C/1099 all inclusive
Last date for submission: August 22, 2018 (2.00 PM-CST)
JOB SUMMARY
Responsible for performing routine work associated with the CCTS (Capitol Complex Telephone System) Help Desk. Work includes the opening and monitoring of trouble tickets to ensure timely resolution of customer problems and requests. Provides quality customer service and a helpful attitude for all customers. Works under general supervision with moderate latitude for use of initiative and independent judgment
ESSENTIAL FUNCTIONS
Receives, records, and monitors reports of trouble related to PBX and VoIP telecommunications/data equipment, and systems,
Liaison with vendors and or internal departments used in the resolution of service request
Enters all trouble tickets in the ticketing system, tracks resolution and perform follow up to ensure customer satisfaction.
Performs initial troubleshooting of customer’s trouble reports and escalates appropriately
Assists in writing standard operating procedures and initial troubleshooting procedures
Prepares summary reports on telecommunications/data trouble reports
Maintains records on the status of trouble tickets
Assists in training staff in the use of standard operating procedures and initial troubleshooting skills
Performs a variety of nonessential work as assigned.
EDUCATION
Graduation from a standard senior high school or equivalent
EXPERIENCE AND TRAINING
One (1) year full-time wage earning experience in a telecommunications and/or data environment
Two (2) years full-time wage earning experience in a Help Desk and/or customer service environment.
Experience with PBX administration and Voice Mail administration.
Experience with Cisco Unified Communications Manager (CUCM) and Cisco Unity administration
Experience in Help Desk ticketing system and Customer Service experience.
KNOWLEDGE, SKILLS AND ABILITIES
Knowledge in VoIP IP and PBX technology.
Basic knowledge of Cisco Jabber IM, UCCX and WebEx.
Ability to work independently and multi-task
Skill in the use of telecommunications equipment, personal computer and applicable software
Ability to coordinate and resolve telecommunications problems, interpret technical information, implement corrective procedures according to manual directions, and to effectively communicate technical information to staff.
Skill in effectively communicating orally and in writing with employees and the public
Skill in analyzing, diagnose, and resolve or escalate telecommunication problems.
WORKER SKILLS AND QUALIFICATIONS
Minimum Requirements:
Years Skills/Experience
1 Full-time wage earning experience in a telecommunications and/or data environment
2 Full-time wage earning experience in a Help Desk and/or customer service environment