Help Desk Technician
Advanced Call Center Technologies, LLC - Johnson City, TN

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Reporting Responsibilities:

  • Generate daily reports utilizing Access and Excel simultaneously in order to export appropriate data and update appropriate files.
  • Run numerous queries in Access and generate key operating reports as requested by operations and management.
  • Generate dialer files via Telnet and command line script execution.
  • Build critical production dialer files utilizing eShare Command Post software.
  • Provide technical and functional support by responding to inquiries from others regarding errors, problems, or questions about reports.
  • Work with IT and Operations in order to continually strive to streamline overall reporting system based on process improvements.
  • Maintain the reliability, timeliness and quality of the information reported.
  • Responsible for keeping reporting process documentation current and up-to-date for other IT team members.


  • Help Desk Responsibilities:

  • Monitor VRU's and IVR's on an hourly bases.
  • Update remote users with corporate antivirus software and any other software updates when applicable.
  • Troubleshoot and resolve minor work orders (replace keyboard, check monitor or CPU, replace or clean mouse etc.)
  • Monitor Track IT.
  • Answer help desk line.
  • Follow up on work orders with requestors.
  • Follow up with IT staff on work orders that are overdue or close to being overdue to ensure prompt resolution.
  • Check resolutions on closed work orders daily.


  • Qualifications and Experience:

  • Strong verbal
  • and written communication skills are required. Must be detail oriented and well organized.
  • Ability to work with all levels of management.
  • Must be able to effectively work independently and in team environments.
  • Ability to work in a fast paced environment and manage time efficiently between multiple priorities.
  • Advanced skills in WinZip , Telnet , and FTP utilizing command line and GUI interfaces.
  • Advanced skills in Microsoft Access and Excel.
  • Familiar with Windows 2000 and XP operating systems.
  • Must work weekends and flex schedule.
  • Will be on call 7 days a week.

  • Advanced Call Center Technologies, LLC - 16 months ago - save job - block
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