Careers
Help Desk Engineer
The Help Desk Representative provides an initial point of contact for customers and field personnel for issues regarding hardware, software, operating systems, and proprietary applications and hardware. Responsible for the troubleshooting, recording, analysis, prioritization, escalation, tracking, resolution and feedback of all incidents received by the high call volume of the Help Desk.
MUST have strong customer service skills as well as computer/tech knowledge.
KEY SKILLS & PREFERRED PROFICIENCY LEVELS
Strong computer skills - Widows 98, 2000, NT, XP; advanced operating systems, LAN/WAN, Networking a plus.
Must be able to assist customers and troubleshoot systems via phone. Must be able to communicate instructions clearly.
Creativity and analytical ability is required to understand the interrelationships of the products with each other and
with the entire network.Must have excellent customer interface and customer satisfaction management skills.
Must use knowledge base and gained expertise to analyze and resolve routine customer problems at first contact.
Assist commercial customers with phone or technical support.
Assist all personnel as required according to procedure and ability.
Escalate service calls or incidents in a timely and accurate manner.
Must be flexible as to shift or hours worked. The Help Desk hours of operation are Monday- Friday, 8:30-6pm
Pacific Time.
