It Help Desk Representative

JOB TITLE: Help Desk Representative (IT)
SUMMARY: Receives, records, and reconciles customer/end-user technical questions on the use and implementation of computer products in a timely and professional manner.
Duties And Responsibilities

• Processes IT purchasing requests
• Responds to and investigate customer/end-user inquiries, concerns, and issues via phone, fax, mail, and e-mail in a timely and courteous manner
• Documents all contacts, actions, and responses in the customer database
• Performs other related duties as assigned by management
• Maintains working knowledge of products and/or services
• Effectively communicates customer issues and concerns to all applicable internal staff members
• Answers customer inquiries and provides appropriate technical and/or product-related information
• Assists customers/end users with questions on product installation, usage, and implementation.
• Organizes and maintains file system, files correspondence, and other records.
• Enter Tickets, take detailed info, and provide positive customer service for the users

Qualifications

• Strong organizational skills; able to manage priorities and workflow
• Excellent customer service skills
• Ability to effectively communicate with people at all levels and from various backgrounds.
• Related experience or equivalent
• Willingness to work within constantly changing priorities
• Proficient in Microsoft Office Produce Understanding (Word, Excel, Visio, etc.)
• Ability to work independently and as a member of various teams and committees
• Excellent verbal and written communication skills

Physical Demands And Work Environment

• Occasionally required to lift/push/carry items less than up to 50 pounds
• Occasionally required to stand
• Frequently required to utilize hand and finger dexterity
• Continually required to sit
• Continually utilize visual acuity to operate equipment, read technical information, and/or use a keyboard