IT Help Desk

Position Description: 
Provides quality support to IT users, employing a high degree of customer service, technical expertise, and timeliness. Provides first-level assistance for defined problems; escalates trouble tickets as necessary to higher-level staff. Must be effective in interpersonal communication and problem solving. Uses a high degree of patience and problem management techniques to solve problems. Follows through on resolution with users. Consults solution base to optimize problem resolution. Adheres to established standards in resolving problems. Tracks calls and enters solution data into solution base. Provide accurate and creative solutions to user problems of moderate nature to ensure user productivity Assist in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction Research, resolve, and respond to questions received via telephone calls, letters, and callbacks in a timely manner, in accordance with standards. Escalate problems to appropriate individual based on established guidelines and procedures. Assist in special product-related issues as needed.
 
Skills Required: 
* Excellent customer service and interpersonal skills; telephone etiquette.
* Excellent organizational skills.
* Strong oral and written communication skills (technical and non-technical).
* Demonstrated problem-solving skills.
* Broad range of telecommunications, network, and desktop knowledge is highly desirable.

Education Required: 
Bachelors degree in Business or IT