Job Listing: IS Help Desk Representative
What would your duties include?
This position supports IS Operations by answering incoming calls and walk-in requests from employees for resolution of PC, communication and network issues. This person will be responsible for assigning, ensuring resolution and closing trouble tickets.
They will also be expected to resolve 80% of serviceable requests on first call and troubleshoot common problems when they relate to the end user computing environment, phones and/or systems.
Essential Functions:
Answer, troubleshoot and resolve user calls to IS help desk.
Resolution may require escalation to IS subject matter expert.
Record and track all support calls, notes and resolution in IS help desk system.
Under direction of IS Ops team members, assist with basic tasks related to PC builds, restores and software distribution.
Build and maintains partnerships with internal customers by regularly demonstrating a high level of customer service, expertise and professionalism.
Keep internal customers informed of problem resolution timeline and action plans.
Maintain end user documentation, ensuring it is up-to-date and accessible.
Provide basic end user training at workstation and over the phone.
Track and maintains inventory of software licenses.
Provide monthly reporting on help desk metrics.
Assist desktop support team with projects.
Other Responsibilities:
Actively participate in Information Systems team meetings within primary site.
Other tasks as needed to meet department and company goals and objectives.
*Volt is an equal opportunity employer*
Required Skills
High School/GED required. Associates or technical degree preferred.
Minimum 1 year experience troubleshooting computer problems.
Minimum 1 year experience in a customer service role with proven record of strong interpersonal skills.
Demonstrated knowledge of help desk processes and procedures (trouble ticketing, call resolution, escalation) preferred.
Demonstrated verbal communication and analytical skills to probe and define user problems.
Extremely organized with the ability to multitask.
Demonstrated technical aptitude.
Some functional knowledge of: PCs, printers, fax, phone, standard office applications (MS Office Suite), networking principles, Microsoft
Operating Systems.
Other:
Participates in on-call rotation.
Ability to work with diverse workforce (ethnicity, language and education levels) and with employees in all levels of responsibility.
Job Details |
Job Location |
Candidate Application |
| Employer: Volt Staffing | Address: | Contact: |
| Job Type: Full-time | City: Butte | Phone: 509-891-7000 |
| Experience: | State: Montana | |
| Education: High School / GED | Zip Code:59701 | Online: Website Link |
Salary and Benefits
$17.00 - $19.00 Hourly DOE
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