What are the responsibilities and job description for the Help Desk Specialist I position at WV Enterprise Resource Planning Board?
Help Desk Specialist 1
Job Description:
Help Desk Specialist 1 is the first level of response to client telephone calls, emails, chats and voice mails in a courteous, complete and timely manner. Help Desk Specialist 1 relies on experience and judgment as well as pre-established procedures and instructions to identify, research and resolve technical problems presented when possible. If resolution is not possible, prioritizes and escalates ticket to next level.
Key responsibilities:
- Performs the first level of problem determination with the objective of resolving as many problems as possible. Accurately document all work in the ticket. Escalate ticket if resolution is not possible.
- Practice professional and courteous telephone/email etiquette at all times. Strive to provide the best customer service possible which will result in a high customer satisfaction rate. Be kind to and foster positive working relationships with co-workers and customers, and maintain a positive attitude.
- Handle Help Desk calls in a manner consistent with maintaining the stated Service Level Agreements and/or Memorandums of Understanding.
Knowledge, Skills and Abilities:
- Understanding of computer systems.
- Experience in operating systems, system software and browsers.
- Ability to troubleshoot minor computer equipment problems.
- Ability and desire to provide outstanding customer service at all times.
- Must maintain confidentiality.
- Ability to communicate effectively with others, both verbally and in writing.
- Ability to work in a fast paced environment.
Minimum Qualifications:
Training: Graduation from a standard high school or the equivalent.
Experience: One year of full time or equivalent part time paid experience in a Help Desk or customer service position.
Job Type: Full-time
Pay: $40,000.00 - $45,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Parental leave
- Retirement plan
- Vision insurance
Work Location: In person
Salary : $40,000 - $45,000