Help Desk Technicians (Radford)
Performs helpdesk support services by resolving technical problems in a 365 x 24 x 7 GOVT IT Call center/help desk environment. The Help Desk Tech will need to possess expertise in customer service and technical knowledge gained from prior experience to resolve issues surrounding installation, usage and training on software and/or hardware products.
You will be required to follow defined escalation process of all technical issues that arise on a day to day basis as well as resolve technical problems and answers queries by telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems.
The Tech will need to be able to effectively diagnoses, identify, isolate and analyze problems utilizing historical database records. May route calls to product line specialists. You will also ne tasked with maintaining and updates records and tracking databases as well as alerting management to recurring problems and patterns of problems.
Essential Job Functions
Answers help desk telephones and responds to basic customer inquiries to ensure customer needs are met.
Assists customers in resolving basic technical problems by providing scripted guidance regarding software and hardware problems. Resolves and/or refers more complex technical problems through a defined escalation process.
Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.
Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately.
High school diploma or G.E.D.
One or more years of technical training in computer support
Zero or more years of technical or customer support experience
Experience working with company products and operating systems
Experience with solving computer-related problems
Experience with company escalation policy
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