Help Desk Specialist
Precision Document Solutions, Inc - Houston, TX

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This position reports to the Help Desk Manager and will work closely with the Systems Analyst team forms development team and customer account management team in our Houston technology office The Help Desk Specialist I key function is to provide first line technical support on all of our software and forms automation products that run in hospitals around the United States Main Job Tasks and Responsibilities Client Support 61607 Provide first line of support for all inbound phone calls and emails 61607 Diagnose problems and make baseline technical fixes 61607 Escalate trouble tickets to System Analysts 61607 Conduct all follow up calls to confirm ticket resolution 61607 Provide remote training Trouble Ticket Management 61607 Creationupdate of tickets in ticketing system for all phone callsemails received 61607 Maintain ticketing service level standards (mean time to respondmean time to fix) 61607 Maintain ticketing accuracy 61607 Proper ticketing association (new requestsupport)(correct product association) 61607 Ticket completion of all necessary data (datetime)(contact information) 61607 Ticket updates (recording all client communicationsfollowupsclosing tickets Additional Duties 61607 Create ticket reporting SLA reporting 61607 Additional projectsdocumentation given by Technical Manager 61607 Participate in rotating after hours on call program Qualifications 61607 25 years related technical experience 61607 Command of basic Microsoft technologies XP WIN 7 IE 7+ IP printing 61607 Remote Desktop server access remote assistance software 61607 Oral and Written communication skills 61607 Problemsolving 61607 Attention to detail 61607 Stress tolerance Technical support
Dice - 22 months ago - save job