Help Desk up to $45/hr.
Botsford Associates LLC - San Francisco, CA

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Help Desk Advanced Position Purpose An Advanced Help Desk technician acts as a secondary response for escalated issues that require technical support Provides support via telephone written correspondence and electronic media for more complex technical issues and diagnoses problems through discussion with users May work on a help desk system or problem management database May provide technical training coaching and mentoring to other technicians May also act as a substantial technical resource on certain products or applications Works independently with limited supervision Key Accountabilities Respond quickly and effectively to escalated 2nd level technical issues in accordance with call centre procedures Audit records of daily data communication transactions problems and remedial actions taken or installation activities and followup accordingly with second level support as required Conduct 2nd level computer diagnostics to investigate problems and escalate if required May assist in the development of training materials and procedures for helpdesk team May provide consultation to end users in the proper use of hardware or software May train helpdesk staff and internal employees on technology requirements for new systems or application modifications Provide support for all end user hardware and software including the operating systems office applications various custom applications printers etc Provide timely resolution of systemapplication problems as dispatched by the help desk through problem determination ownership root cause problem logging and follow through to completion Knowledge and Experience Certification college degree or BA in Technology Computer Science or equivalent training 36 years experience in computer customer service 36 years in a call center environment Handson experience in the troubleshooting and breakfix of applications andor hardware MCP (Microsoft Certified Professional) would be an asset MCSA (Microsoft Certified Systems Administrator) would be an asset Skills and Competencies Knowledge and experience on call center management system Knowledge of Windows XPVISTA2000 and LANWAN environment Familiarity with MS Office Suite Blackberry and MS Outlook Advanced knowledge of industry standard hardwaresoftware Handson experience in troubleshooting and breakfix of applications andor hardware Ability to read comprehend and update specialized technical documentation as required Ability to perform light manual labor ie lifting monitors or PC’s Excellent verbal communication skills and documentation skills Ability to handle multiple concurrent calls tasks in a fast paced environment May have occasional evening andor weekend work rotating oncall after hours support Attributes Analytical detailed oriented Advanced problem solving skills Customer service orientation Strong interpersonal skills Ability to work independently Organized able to prioritize and strong time management Team player please apply to email submitbotsforditcom Help Desk Advanced