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Helpdesk Coordinator - Telework

Company

YoungWilliams PC
Address , Junction City, 66441, Ks
Employment type FULL_TIME
Salary
Expires 2023-07-19
Posted at 11 months ago
Job Description
Summary of Position

The Help Desk Coordinator provides the primary customer interface for the reporting of incidents and requests. The Help Desk manages their end to end life cycle ensuring customer satisfaction and SLA compliance. This position is responsible for end user desk-side support, help desk, as well as analyzing, troubleshooting and resolving Tier 1 system hardware, software and networking issues.

Essential Job Requirements
  • Assists in software releases and roll-outs and communication to the end users.
  • Travel may be required on occasion to other YoungWilliams facilities.
  • Provides first-level contact and problem resolution for all users with hardware, software and applications problems. Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases.
  • Route tickets that cannot be resolved at the Tier 1 level to the appropriate Tier 2 and Tier 3 support staff
  • Acts as a liaison between customers and internal IT support staff to assure accurate problem interpretation. Maintain communications with customers during the problem resolution process.
  • Ensures that requests for assistance are properly logged, assigned and responded to in a timely manner.
  • Assists in performing post mortem analysis and provides detailed post mortem reports.
  • Courteously obtain and convey concise problem information for external and internal service personnel.
  • Performs other duties as may be assigned by management.
  • Generating and distributing helpdesk and incident reports
  • Reviews and updates Help Desk documentation as assigned.
  • Provide backup support for remote offices.
  • Identify frequently asked questions by the user and publish it in the Knowledge Base.
  • Ensures adherence to escalation procedures. Responds to escalated, complex and high impact user calls in a timely fashion.
  • Become familiar with available IT resources.
  • Assists in the configuration and maintenance of the KACE ticketing system.
  • Assists in the installation, maintenance, and general support of computer systems.
  • Troubleshoot desktop OS and related software problems.
  • Stays updated on technology changes or problems.
Required Education
Associate Degree or equivalent preferred

Required Experience
3 + years of experience in a similar or job-related field

Required Skills
  • Demonstrated ability to manage multiple priorities and follow through on projects to completion
  • Familiar with Windows Server, Windows Networking, TCP/IP, and desktop hardware
  • Demonstrated ability to effectively communicate by phone or in person
  • Shows initiative and acts independently to resolve problems
  • Demonstrated writing ability
  • Good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve
  • Knowledge of Information Technology products and services
  • Demonstrated analytical and troubleshooting skills
  • Demonstrated ability to achieve successful outcomes in handling difficult situations
  • Adequate familiarity with equipment found in a Call Center environment
  • Analytics and ticketing system (KACE) reporting