Help Desk Technician
k12itc - Kansas City, MO

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OVERVIEW

User support and customer service on supported computer applications and platforms. Troubleshoot problems and advise on the appropriate action. Respond to user requests via phone and electronic submission.

RESPONSIBLITIES

  • Provide technical support for computer users via phone and remote support software
  • Log all help desk interactions and research questions using available information resources
  • Maintain/update electronic ticketing system and communicate ticket priority and status to end users
  • Identify and escalate situations requiring urgent attention
  • Effectively diagnose and troubleshoot malfunction of computer or network devices relating to user error, faulty hardware, or software/server/network issues
  • Effectively diagnose and troubleshoot malfunction of hardware devices, including printers, scanners, barcode readers, digital cameras, etc.
  • Analyze service request data for trends and recommend process improvements for ticketing system
  • Actively monitor and report compliance with the customer service level agreements
  • All other duties as assigned

QUALIFYING EXPERIENCE

  • A+ Certification or equivalent experience
  • Good oral and written communication skills
  • Customer service experience (call center experience preferred)
  • Knowledge of relevant call tracking applications
  • Hardware troubleshooting skills
  • Excellent software skills
  • Operating System experience (Windows XP/Vista/Windows 7)
  • Excellent knowledge of desktops, laptops, and other common peripheral devices
  • Knowledge and experience with hardware warranty procedures
  • Ability to monitor computer technology service and repair

Indeed - 16 months ago - save job
About this company
Something wonderful happens when you meld specialists in education with experts in IT. You create advanced, cloud-based solutions that work...