What are the responsibilities and job description for the Help Desk 1 position at NexZenTek?
Job Description
Provides front-line technology support by answering and responding to inbound calls/emails in a timely and professional manner, gathering and analyzing information about the customer’s issue and determination of the best way to resolve the problem. Provides basic support and troubleshooting, including password resets, printer configurations, break/fix instructions, website content updates, creates accounts and configure hardware as part of on‐boarding processs, supports audio and video equipment in conference rooms, and support for more complex issues where configuration solutions have already been documented. Responsible for ensuring that all support calls/emails are properly documented in the tracking system, escalating issues as appropriate, and communicating trends to management.
II. CANDIDATE SKILLS AND QUALIFICATIONS
Minimum Requirements:
Candidates that do not meet or exceed the minimum stated requirements (skills/experience) will be displayed to customers but may not be chosen for this opportunity.
Years
Required/Preferred
Experience
3
Required
Experience delivering superior customer service (written, verbal, and in-person) across multiple delivery channels (telephone, email, in-person).
2
Required
Experience working with customers across all levels of technological proficiency.
2
Required
Experience in the support of computers, the use of applicable programs and systems (such as Microsoft Office Suite, Windows 10, and Adobe products), and troubleshooting information systems
1
Required
Experience with Active Directory
1
Required
Experience with cloud platforms and technologies like Microsoft Azure
1
Preferred
A strong desire to grow and advance within an organization with an opportunistic landscape
1
Preferred
A strong desire to grow and advance within an organization with an opportunistic landscape
IV. WORK HOURS AND LOCATION
Services shall be provided during normal business hours unless otherwise coordinated through the Office of Court Administration. Normal business hours are Monday through Friday from 8:00 AM to 5:00 PM, excluding State holidays when the agency is closed.
The primary work location(s) will be at Office of Court Administration, 205 W 14th St, Austin, TX 78701. The working position is On Site.
Skills
- Active Directory
- Adobe
- Windows 10
- Microsoft Office Suite
- help Desk
Work Location