Help Desk Technician

Essential Duties
Respond to and diagnose interactions using systems analysis techniques and procedures through interactions with customers (faculty, staff and students) via phone, e-mail and or walk-in. Incident or Request recognition, research, consultation, resolution recognition, feedback to customers, and ownership. Provide excellent customer service and set expectations based upon the Incident management and Request fulfillment processes. To own all customer interactions through resolution and to recognize when to escalate.-- 75%
To assist Service Desk Managers with report creation, trending analysis, and other ad-hoc projects, on a needed basis. --25%
REQUIRED SKILLS

• 1-year Help Desk/Operations experience, or an equivalent - combination of education and experience. Must possess excellent phone-based communication skills.
• PC and computer terminology, computing technologies, PC operating systems, and applications, is required. Working knowledge of and experience with desktop hardware and peripheral units or components and their connectivity in a wired or wireless environment,

DESIRED SKILLS

• Working knowledge of and experience with Microsoft Operating Systems and Microsoft Office products is preferred
• Prior experience in a direct customer service role via the telephone is preferred.
• Industry Certifications are a plus.