About the Job

The Call Center Help Desk Specialist is responsible for recognizing, researching, isolating and resolving IT, Operations, Merchandizing, POS Level 1 issues.

Will be acting as a first level for user support and providing occasional administrative support for the enterprise. Analyzes and resolves problems, interprets policies, and demonstrates solid subject matter knowledge in support and service models.

Exercises judgement within defined procedures and policies to determine appropriate action. Apply thorough understanding and knowledge of services to assist internal end users. Duties & Responsibilities

• Coordinates Helpdesk request, entering request as needed, monitoring progress of responses and maintaining internal tracking records of the request
• Serve as the intintal contact for reporting system issues and providing updates to any known system issues
• Provides first tier support across the enterprise and escalations as necessary
• Identify and escalate situations as appropriate to the correct organization
• Assist with operations and installations of copiers and printers as needed
• Provides ticket management of all helpdesk tickets including resolution of tier 1 and tier 2 tickets

Requirements

• High School or GED
• Prior Customer Service experience a plus
• Prior helpdesk or optical experience a plus
• Experience in a call center environment helpful
• Demonstrated ability to work in a fast-paced environment requiring multi-tasking and frequent redefining of priorities.
• Basic PC skills to include MS office, Windows, Word, and Excel.
• Demonstrate the ability to work successfully in a team environment, functioning for the good of the team over the individual.
• Able to work a flexible schedule including Saturdays. Schedule based on call volume to accommodate the needs of the business.

Travel Requirements

Negligible

Last updated : 2024-04-30