What are the responsibilities and job description for the Help Desk Technician position at Pomeroy?
Job Description
Summary
Under direct supervision responds to basic customer inquiries and requests.
Day-to-Day Duties
- Training schedule: 6am - 4pm CST
- Application issues – delete/reinstall then escalate
- Password resets for FCR
- MS Office suite
- Basic troubleshooting
- Routing issues to Tier II
Essential Job Functions
- Answers telephones and responds to basic customer questions using established methods provided in training. Forwards call to appropriate personnel.
- Records call on account history record with results of the inquiry; initiates required confirmation.
- Processes customer requests by sending faxes, returning telephone messages, sending mail documents, or using other related communication under direct supervision.
Basic Qualifications
- High school diploma or G.E.D.
- Zero or more years of customer service or other telephone experience
- Experience working with organizational functions and personnel
- Experience working with fax machines, computer software, and telephone technology
- Experience working with and skilled in the use of help desk software
Other Qualifications
- Basic business and analytical problem solving skills
- Basic communication skills
- Ability to follow oral and written directions
Work Environment
- Office environment
- May require shift work