Help Desk Attendant (w/Ricoh, Lexmark & HP printer experience)
Prism Pointe Technologies - Fairburn, GA

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Help Desk Attendant

Prism Pointe Technologies provides world class IT maintenance and support services to a myriad of Commercial Enterprise level customers as well as Federal and State Government Agencies.

Job Description:
As a Help Desk Attendant, you will provide the highest level of customer service when dealing with equipment, software or other problems being experienced by PPT customers. In addition, this position will assist in resolving problems and as necessary develop a remediation plan to address the customer concerns.

Experience Required:
Must have basic printer troubleshooting knowledge and knowledge of Laser/mono printer internal components for diagnosing parts replacement. Excellent verbal and written communication skills. Must possess dynamic customer service skills. Ability to work in fast paced environment. Well-developed interpersonal, organizational, multitasking and problem solving skills. A positive attitude is a must. Ability to work and make decisions with minimal supervision. Proficient in Microsoft Excel, Word, PowerPoint, and Outlook. Ability to operate a computer and applicable software packages. Troubleshoot Windows XP, Vista and 7 Platforms to the registry level. Experience with Home networks (wire and wireless) using multiple network technologies such as Switches, Routers, printer, etc. Additionally, must have experience with networking technologies TCP/IP, DNS, Firewalls and Internet connectivity using cable, DSL, satellite, Dial-up. Have an understanding of consumer/business peripherals - printers, scanners, fax, MP3 players, digital cameras, cell phones, PDAs. As well as Internet security in areas of virus and spyware.

Responsibilities Include:
Working with customers and service technicians as appropriate to resolve issues and to ensure successful customer implementations. Coordinate and manage service calls. Maintain cultural sensitivity when dealing with customers and coworkers. Provide exceptional customer service to all callers. Communicate technical concepts clearly to customer's level of understanding. Answer incoming calls and respond to a customer's requests according to protocol. Review SOPs (standard operating procedures) and provide feedback and ideas. Provide hardware/software technical support. Perform additional, related responsibilities as assigned.

Minimum Qualifications:
  • High School Diploma or GED
  • At least 1 or 2 Years of information technology help desk experience-
  • Courses in technology related fields and customer service. MSDST, A+, HDI Support
  • Center Analyst or other relevant certification a plus.
  • Ability to type 30 or 40 words per minute
  • Bi-lingual (Spanish) individual who ensure quality, customer service, and adherence to the policies and procedures of the organization.
Additional Information:
  • Candidates must be able to pass a background investigation and also pass a drug screening.

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