Vacancy expired!
Helpdesk Associate
USA Phone, a 30+ year telephone sales and installation firm seeks an experienced Helpdesk Associate to join our technical team. The ideal candidate will possess a high level of attention to detail and accuracy in all work related projects.
Duties and Responsibilities:
Field incoming requests to the Help Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
Build rapport and elicit problem details from customers.
Preform level 1 and level 2 troubleshooting for customer requests and issues.
Escalate problems if needed to the appropriately experienced technician.
Record, track and document the request from problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution and follow up.
Apply network, internet and VoIP diagnostic utilities to aid in troubleshooting.
Identify and learn Hosted VoIP systems that are being used and supported.
Perform hands-on fixes at the hardware and software level, including installing and upgrading firmware, replace hardware, configuring systems and applications.
Test fixes to ensure problem has been adequately resolved.
Perform post-resolution follow ups to all changes and help requests.
Work with new customers, gain programming information and document.
Program, setup and configure new systems, equipment and phones.
Performance Measurements:
Completeness and accuracy of work
Timely completion of work
Attendance
Qualifications:
High School Diploma or GED required
1-3 years of general VoIP Helpdesk experience
Self-starter who can work well with minimum supervision and strong attention to detail.
Excellent oral and written communication skills.
Ability to multi-task in a fast-paced, team environment
Working knowledge of Microsoft Word and Excel
Our benefits include
Salary commensurate with experience
Paid holidays
Paid vacation time
Competitive health care insurance
Vacancy expired!