Information Technology Help Desk

Job title: Customer Supp/Account Rep-Sr -IT

Location: Alpharetta GA

Pay rate: $24.00/hour

Shift Requirements:

• All applicants must meet shift Requirements.
• Afternoon coverage as late as 6 - 8pm local time shift end.
• Weekend coverage every Sunday as a permanent shift. This includes a 10% base pay increase.

Descriptio

n:The Service Desk Agent is the first point of contact for the users who call our IT Service Desk. While providing the highest level of customer service, the Service Desk Agent answers incoming calls, tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve issues in a timely fashion. The Service Desk Agent is focused on providing best in class customer service, achieving high levels of first call resolution, and identifying opportunities to streamline/automate agent proces

s.
Responsibilities inclu

de:Demonstrate strong customer service skills to provide phone support includi

ng:Demonstrate strong customer service skills to provide phone support includi

ng:Listening to the customer to gain an accurate understanding of the situat

ionBeing empathetic to the customer's situation and having a sense of urgency to resolve the is

sueProducing accurate, detailed documentation at the client, problem and incident le

velResolving confl

ictResponsible for high quality end-user technical support, related to enterprise software and hardw

areResponsibilities include assessment, triage, research, training/education and resolution of incidents and requests regarding the use of application software products and/or infrastructure components in a fast paced 7x24x365 environme

nt.Under general oversight, provides after hours and weekend support as need

ed.The position requires attention to detail, follow through, teamwork focus and positive attitu

de.An understanding of technology and the ability to apply that knowledge to support all existing syst

emsSupports all aspects of client support and immediate computing needs while demonstrating professionalism and composure on the phone, via an online chat and/or in per

sonCreate a positive customer support experience, build rapport and trust with end users through professional attitude and approach to problem understanding, ensuring timely resolution or escalation by providing urgency, business impact evaluation and communicating the status to the end user promp

tlyIdentifies and works with internal end users to provide guidance and support, sound communications and customer service principles without becoming unprofessional in difficult situati

onsProvides investigation, diagnosis, resolution and recovery for hardware/software probl

emsInstalls, modifies, cleans up, run diagnostic programs and repairs computer hardware/ peripherals and softw

areQualificatio

ns:Excellent customer service skills requi

redExcellent communication skills requi

redTwo to five years of proven, qualified related work experience in a comparable complex, high tech and fast paced work environm

entPreferred work experience in technical support role but not requi

redAbility to diagnose the cause of problems in a complex environment and to provide effective solutions quic

klySelf-motivated and ability to work on own initiative in a high-pressure environm

entWilling to work variable shifts including evenings, weekends and public holid

ays
***Responsible for high quality end-user technical support, related to enterprise software and hard

wareAn understanding of technology and the ability to apply that knowledge to support all existing sys

temsProvides investigation, diagnosis, resolution and recovery for hardware/software prob

lemsTwo to five years of proven, qualified related work experience in a comparable complex, high tech and fast paced work environme

nt**
Required Educat

ion: High school diploma or GED with relevant work exper

ience
Benefit

s InfoRussell Tobin offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred ve