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Posted: Wednesday, September 6, 2017 4:51 AM

Job Description:/h3:
Help Desk Assistant
Part Time (25 hrs. weekly)
Inglis Mission is to enable people with disabilities : and those who care for them : to achieve their goals and live life to the fullest. The primary purpose of the Part:Time Help Desk Support Assistant acts as an initial point of contact and provides first level support for all Information Technology products and service support requests. Support may include answering questions, troubleshooting teaching or instructing customers regarding software or hardware functionality, and communicating policy to local users running utilizing windows 7, 8, and 10. This candidate will also provide support to employees regarding workstations, laptops, printers, telephones, mobile devices and other vendor specific hardware and software used at Inglis. The Help Desk Support Assistant is responsible for maintaining advanced proficiency in the use of the applications, processes and procedures as defined in the Inglis Standard User competencies with the goal of resolving these issues on first contact. All support requests are documented, tracked and reported utilizing IT Help Desk ticketing system. Support requests requiring second level support or above, or those that cannot be completed by the end of the day, will be escalated to the appropriate technician. Additionally, the Help Desk Support Assistant conducts daily performance monitoring of Information Technology servers, storage, and network equipment, and may perform administrative duties such as submitting check requests, bill processing, and departmental scheduling.

REQUIRED
CERTIFICATES/REGISTRATIONS
N/A
EDUCATION and EXPERIENCE
:Minimum of 6 months experience in a call center or customer service role providing technical support to end users via telephone or remote:control capabilities.
:Must possess excellent customer service, interpersonal and communication skills (written and oral).
:Experience with ticket tracking systems including tracking ticket status and due dates, comprehensively documenting tickets, managing ticket priorities, and assigning and escalating tickets.
:Advanced proficiency in Microsoft Office 2013 or 2016 applications and demonstrated knowledge and experience supporting users, workstations, printers, and mobile devices in a Microsoft Windows PC environment.
:Ability to respond to both common and complex technical inquiries from customers, clients or internal employees in a timely and thoughtful manner.
:Demonstrated ability to work successfully with a diverse group of customers and communicate effectively with all levels of the organization and external vendors.
:Ability to learn and support new systems and applications, experience in healthcare a plus.
:Professional attitude and work habits.

ROLE COMPETENCIES
Customer Service Excellence : Listens actively and asks appropriate questions to accurately understand the customer needs. Exercises patience in difficult situations and demonstrates the ability to diffuse potentially stressful situations. Looks for opportunities to develop constructive working relationships with IT customers characterized by a high level of professionalism, acceptance, cooperation, and mutual respect. Continually seeks to improve customer service, perception, and satisfaction.
Effective Written and Verbal Communication Skills : Demonstrates an ability to speak well and represent Inglis and the IT department in a professional manner. Conveys ideas and facts using language the audience will best understand. Asks questions in ways that enhance the clarity, quality, and reliability of information. Fully documents issues and resolutions in tracking system.
Troubleshooting and Technical Support : Understands support tools, techniques, procedures, and how technology is used to provide technical support. Maintains in:depth knowledge of organizations key services for which support is being provided. Accurately diagnoses technical iss

Source: https://www.tiptopjob.com/jobs/71093769_job.asp?source=backpage


• Location: South Jersey

• Post ID: 43508693 southjersey
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