M-F 11a-7:30p IN OFFICE @ BECO TOWERS II

Job Summary:

Supporting the Voice Support Team

Voice Support (Phone system, phone issues, WebEx, WebEx Contact Center, agents softphones, not mobile phone support)

Responsible for providing telephone, email as well as in person support to end-users on a variety of software and technical related issues. Identifies, researches and resolves technical problems.

Duties and Responsibilities:

• Answers Help Desk phones and emails while communicating effectively; verbally and written
• Accurately log support requests in our ticketing system
• Provide Tier 1 (front-line) and Tier 2 technical support to all end users
• Diagnose and triage all assigned Help Desk cases; escalating where indicated or when necessary
• Answer voice mails and monitor Help Desk queues in our ticketing system to ensure timely resolution
• Maintain user settings, configurations and standardization through GPOs and Desktop Authority
• Alert Management to emerging trends in incidents
• Other duties as assigned.

Requirements (Knowledge, Skills & Abilities):

• Ability to troubleshoot and arrive at reasonable solution to problems
• Aptitude to multi-task in a fast paced environment
• Displays a knowledge of Windows operating systems, Microsoft Office and basic computer know-how
• Superb customer service skills
• Demonstrates the ability to follow direction(s) and a willingness to learn
• Excellent telephone skills
• Excellent verbal and written communication skills

Education & Experience Requirements:

The above knowledge, skills and abilities may be demonstrated by an Associate's degree or two (2) years of Help Desk experience. Help Desk experience in a healthcare environment preferred.

pay range:

$18 - $22 / hour