Help Desk I
MercuryZ - Rochester, NY

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Help Desk I-1310161 Rochester, NY

3 month assignment with temp to perm opportunity

Job Description

Answer all incoming customer calls to the IT Support Center and provide the highest level of quality technical support in a courteous and professional manner. Must be available on call, various work hours including weekends and holidays.

Key Responsibilities
  • Answer customer facing IT Support calls and provide the highest level of technical support to all internal employees and vendors
  • Maintaining acceptable call stats in the following areas: Average handle times to be kept under10 minutes- Average wrap and idle times to be under 8% of time- First Call resolution to be at 85%
  • Provide User account administration and support
  • Escalate issues to IT or other workgroups after all know problem-solving techniques have been exhausted with accurate detail at the time of turnover or when call length is beyond the 30 minute time frame process
  • Responsible for using and participating in Knowledge Management

Required Skills and Competencies
  • Must be able to effectively communicate technical terms to non-technical customers
  • Must have 2 years previous call center - customer service experience.
  • Ability to be Customer Focused, Team oriented, and has the Ability to write or interpret documentation on hardware and software products
  • System administration experience in Windows
  • Proficiency in Windows environment
  • Knowledge of AS400 or Mainframe platforms preferred
  • Proficiency in troubleshooting TCP/IP issues
  • Some hardware knowledge needed
  • Knowledge of Internet Explorer browser preferred
  • Knowledge of MS Outlook preferred
  • Proficiency in Microsoft Application’s – able to answer basic “How to” questions
  • Must have the ability to work independently and as a team member in a self-directed, extremely fast- paced, demanding environment
  • Must have the ability to prioritize and manage multiple and diverse requests
  • Must have strong verbal and written communication skills
  • Must have the ability to learn new, complex applications quickly
  • Provide on-call support as scheduled


Must have at least one year of desktop support, helpdesk OR network administration AND customer service experience


Associate's degree in Information Technology and two years systems support experience in a Microsoft Windows Domain environment and at least 1 year experience working in a helpdesk environment

Certifications :

A+ certification-Required

Network + Certification a strong plus

MCITP a strong plus