Help Desk Technical Support
Varolii Corporation - Seattle, WA

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Seattle-based Varolii Corporation provides interactive communication solutions delivered through a Software as a Service (SaaS) model. Derived from the Pons Varolii, the pathway in the brain that unites intelligence and learning with the ability to communicate, the name Varolii evokes the blending of innovative communications technologies with knowledge, learning, and best practices. Enterprises across industries leverage these solutions to automate more of the communications process, resulting in improved operational performance and enhanced customer relationships. Varolii’s multi-channel solutions deliver ongoing valued based on its unique delivery model which combines the convenience of SaaS with a fully managed services environment, an approach that ensures clients achieve an immediate, sustainable ROI. Varolii is headquartered in Seattle, WA, with offices and data centers in Denver, CO and Burlington, MA. For more information visit: www.varolii.com .

Job Summary:

This role will provide first level technical support and consulting services on all IT related matters, including laptop and desktop hardware, peripherals, desk phones, and mobile devices. The position will also provide ad hoc training on application use and various internal process and procedures, as well as assist in providing periodic reports, inventory management, and other administrative tasks as needed.

The successful candidate must be capable of providing optimum customer service to a wide variety of users through professional commitment and dedication. This candidate must also be able to adapt to change and learn quickly in a highly dynamic environment. This job may require occasional evening and weekend shifts.

Primary Responsibilities:
  • Provide onsite and remote technical support to Varolli end users (70% face-to-face and 30% remotely)
  • Provide first level support for multiple enterprise applications including: email, calendaring, word processing, spreadsheets, presentations, internet browsers, as well as specialized department-specific applications.
  • Familiar with network configurations: LAN, WAN, Wireless, and VPN
  • Provide support for mobile users who work at home, travel, or work from a remote office utilizing Remote Desktop, Microsoft Direct Access, and VPN.
  • Identify, troubleshoot, and resolve hardware and software related issues.
  • Open and close service requests, as well as manage the classification, assignment, tracking, and completion of requests.
  • Help identify and implement innovative solutions for customers
  • Ensure that resolutions are consistent with company standards.
Requirements (Knowledge, Skills and Abilities):
  • Outstanding customer service and interpersonal skills.
  • Excellent organizational skills and ability to prioritize tasks among many competing requests.
  • Ability to communicate clearly with technical and non-technical audiences, both verbally and in writing.
  • Analyzing data and drawing appropriate conclusions, then recommending changes
  • Self-starter with an aptitude for learning.
  • Experience working in, or, supporting a call center or help desk environment.
  • Ability to work independently, in a team, and in a team environment.
  • Knowledge of Windows XP, 7, and the Microsoft Office suite of applications.
  • Familiar with basic network concepts (e.g., TCP/IP, Windows Networking, Ethernet)
  • Ability and willingness to work extended hours or a modified schedule to support planned activities or emergency situations.
  • Able to lift up to 50 lbs
Education / Experience:
  • Prefer 2-3 years IT experience, including technical training.
  • Bachelor’s Degree in MIS or equivalent degree is recommended.
  • A+, Network+, MCP, MCSA, and knowledge of Macintosh systems is a plus.

Varolii Corporation - 19 months ago - save job - block
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