• Answer calls and e-mail messages as they come in to the Client Help Desk
• Accurately document all issues and requests during the initial call
• Analyze user issues and questions. Leverage system knowledge and use knowledge base resources to pinpoint resolution and answers for users.
• Establish and maintain a working knowledge of the Client's navigation, procedures, and processing requirements
• - Support users in the use of the system including, but not limited to, navigation, access, and reports.
• If required, route issues and requests to appropriate second line of support
• Coordinate schedule with Help Desk supervisor to ensure coverage during established business hours.
• Learn to use Help Desk core tools and software to assist users when needed and obtain a base knowledge in the core products supported by the Help Desk
• Participate in appropriate training, workgroups and agency meetings
• 1st Level Support for Help Desk and Security Incidents

Job Types: Full-time, Contract

Pay: $19.00 - $21.00 per hour

Schedule:

• 8 hour shift

Work Location: In person