Help Desk
UtahTechnologyJobs.com - Salt Lake City, UT

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DESCRIPTION

Job Title: Help Desk
Location: Long Term: Contract
Pay Rate: $25.00/hr. to $29.00/hr.
Location: Draper, Utah
Work Schedules: 6:00 am to 9:00 am to 6:00 PM Monday to Friday
Training Schedule: 8:00 am to 5:00 pm for 2 to 3 days, conclude with shadowing on normal work schedule.

Job Description
GENERAL SUMMARY

Regularly provides technical support expertise in a complex information infrastructure environment with the need to integrate products and systems with other non-computer systems being operated by customers.
Ability to convey sophisticated ongoing technical system support is critical to, and an essential component of business operations and the business operations of customers.
Applies technical support expertise to independently diagnose and resolve complex customer issues involving unique systems and environments and unique operational issues.
Customer requests may be received by Support Centers through automated dial-homes, voice initiated technical calls from Customers, Partners, internal and field employees,
Chat and Web support calls.
Accepts escalated requests from other technical team members; makes independent decisions to determine service level severity and assess when and how to escalate to other resources.
Works with cross functional teams in resolving customer issues; identifies and provides resolutions to a diverse range of technical problems.
Acts as a remote customer advocate and provides problem determination to resolve customer issues.
Identifies and documents with management to proactively revise current procedures and tools to improve customer satisfaction.
Helps develop and participates in training and skills development of others

DUTIES

PRINCIPAL DUTIES AND RESPONSIBILITIES
Reviews technical solution articles for accuracy and completeness, and give feedback to the authors
Acts as a remote customer advocate to champion specific customer needs in collaboration with field team
Understands and uses sphere of influence extending outside of the department
Participating in and possibly leads conference calls with customers Knows their audience and articulate accordingly
Participates in eServices content creation (self-service) and maintenance such as Chat, Knowledgebase content, Support forums, etc.; regularly submits content to the knowledge database
Validates technical information and issues early warning and disseminates information as needed
Interfaces directly with customers at different stages of problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution
Assesses when it is necessary to engage or escalate to more senior resources to resolve more complex issues
Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers
Works toward becoming subject matter expert in a particular area or areas
Mentors and/or coaches less experienced TSEs, Helps develop and participate in presentations and informal training for other TSEs
Applies systems analysis techniques and procedures to determine hardware or software systems functionality
Applies technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices; uses operational and diagnostic procedures to diagnose and resolve issues in unique and often complex customer environments
Systematically gathers relevant information and analyzes a broad range of factors while working to diagnose and resolve issues
Determines which tool(s) to use to resolve issues including running tests and be able to identify when deviation from the available troubleshooting tools and documents is appropriate
Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment
Maintains a "closed-loop" communication style that ensures proper and consistent documentation in service request case notes; assuring all appropriate individuals are notified of ongoing issues and problem resolution status
Contributes and develops knowledge-based articles; may perform senior or expert level tasks for assigned products and skills; prepares articles for other TSEs and/or customers regarding technical solutions

QUALIFICATIONS

SKILLS
Ability to work in a high-pressure environment.
Customer Service skill.
Troubleshooting skills.
Customer focused.
Interpersonal skills.
Presentation skills.
Computer skills including Microsoft Windows
Understanding of client's products and their value added to the customer.

Education Required:
Bachelors of Science Degree Computer Science or Similar Discipline
2+ Years PRINCIPAL DUTIES AND RESPONSIBILITIES
Reviews technical solution articles for accuracy and completeness, and give feedback to the authors
Acts as a remote customer advocate to champion specific customer needs in collaboration with field team
Understands and uses sphere of influence extending outside of the department
Participating in and possibly leads conference calls with customers Knows their audience and articulate accordingly
Participates in eServices content creation (self-service) and maintenance such as Chat, Knowledgebase content, Support forums, etc.; regularly submits content to the knowledge database
Validates technical information and issues early warning and disseminates information as needed
Interfaces directly with customers at different stages of problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution
Assesses when it is necessary to engage or escalate to more senior resources to resolve more complex issues
Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers
Works toward becoming subject matter expert in a particular area or areas
Mentors and/or coaches less experienced TSEs, Helps develop and participate in presentations and informal training for other TSEs
Applies systems analysis techniques and procedures to determine hardware or software systems functionality
Applies technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices; uses operational and diagnostic procedures to diagnose and resolve issues in unique and often complex customer environments
Systematically gathers relevant information and analyzes a broad range of factors while working to diagnose and resolve issues
Determines which tool(s) to use to resolve issues including running tests and be able to identify when deviation from the available troubleshooting tools and documents is appropriate
Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment
Maintains a "closed-loop" communication style that ensures proper and consistent documentation in service request case notes; assuring all appropriate individuals are notified of ongoing issues and problem resolution status
Contributes and develops knowledge-based articles; may perform senior or expert level tasks for assigned products and skills; prepares articles for other TSEs and/or customers regarding technical solutions

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