Department - Information Technology
The Service Desk Associate II is responsible for consulting and advising LRS customers in the proper use of technology, ensuring accurate and timely response and resolution of all activities that affect the delivery of service provided by the Service Desk for the enterprise. This position will also conduct regular training sessions on application changes and new features being released with LRS customers.
Essential Duties and Responsibilities
•Understand and demonstrate the principals of the Company’s Mission, Vision and Values.
•Field phone calls, email questions and electronically input trouble tickets from users seeking assistance with computers, thin clients, printers, network/file permissions, network and general users IDs, and computer peripheral devices.
•Review Help Desk queue daily and resolve or escalate cases as appropriate.
•Prioritize requests from clients and determine criticality and resolve or escalate as appropriate.
•Schedule and perform application upgrades for Clients (Major Releases, Service Packs, and Hot-Fixes).
•Release code daily to Test and QA.
•Function as 2nd level support, serving as the client point of contact.
•Assist Service Desk Associate III with select Data Center Duties.
•Ensure that client documentation is kept up-to-date for distribution.
•Escalate issues to next level of management as required.
•Answer department incoming calls.
•Complete special projects as assigned.
•Comply with policies and procedures as required.
Knowledge, Skills and Abilities
•Education: High School diploma or GED required. Some College is desired.
•Experience: Minimum two years’ experience in a Service Desk or call center environment preferred. Customer service background desired. Ability to adapt to change. Ability to apply appropriate technical/functional knowledge to work.
•Language/Communication/Interpersonal: Ability to speak read and write fluent English. Excellent customer service skills Ability to work in a team environment. Strong written and oral communication skills with ability to present ideas in a clear and concise manner. Ability to write documentation and procedures as they relate to application procedures and processes. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. Interact well with others in a team-oriented environment.
•Analytical: Demonstrated analytical and problem solving skills. Ability to add, subtract, multiply and divide in all units of measure, using whole numbers and decimals. Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Excellent organizational skills, and an ability to prioritize.
•Technical: Two years’ experience with Microsoft Office suite and Microsoft Outlook. Knowledge of Microsoft Active Directory basic administration, software application support, experience with PC hardware troubleshooting preferred.
•Other: Ability to work independently with minimal supervision.
Certificates, Licenses, Training
•Microsoft Certified Product Specialist desired
Well lit, well ventilated, temperature controlled office area located in our fast paced, high-energized corporate headquarters.
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job and include but are not limited to: sitting in a normal seated position for extended periods of time; reaching by extending hand(s) or arm(s) in any direction; hand and finger dexterity required to manipulate objects, including a computer keyboard; moving freely about; near visual acuity with ability to see objects at close range for extended periods of time, such as a computer screen and ability to distinguish colors; speaking and hearing within normal range and on the phone. Ability to move equipment in excess of 25 pounds.
Other Work Requirements
Weekend and evening hour may be required. Travel up to 10% may be required.
The listed statements on this document are intended to describe the general nature and level of work being performed by people assigned to this job title. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. It is the responsibility of associates assigned to this job to ensure all duties and responsibilities are performed accurately and timely as required.
We are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform background screening.
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