Tier 1 Help Desk Specialist Jobs in Arkansas

Develop excellent working knowledge of applications required to fulfill job responsibilities

Maintain effective working relationships with stakeholders including program management staff and client sponsors.

Able to elicit cooperation from a wide variety of sources, including upper management, clients, and other departments

Required Education and Work Experience

Provide Help Desk agents with guidance and training based on experience handling progressively complex questions and situations

Manage support ticket resolution times and SLAs

1-2 Years of IT Call Center, Service Desk, OR help desk

Provide support within applications and infrastructure by troubleshooting, researching, and resolving business issues

Grab tickets through Service Now

Password Resets for internal team members

Basic troubleshooting for Teams, Microsoft Apps, Computers, Wi-Fi, phones, etc.

Exceptional organizational, time-management, and planning skills with a strong attention to detail necessary

Education and Years of Experience:

Experience working with Kronos Time and Attendance systems

Excellent written, oral communication, listening and telephone skills

Previous Help Desk Tier 2 experience is essential

Location: work from home in Continental U.S., but must work East Coast hours

Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level

Assists in the hardware and software support of clinical, practice management and operational workflows.

Minimum 2 years of experience

Excellent customer service, active listening, and verbal and written communication skills, professional phone voice.

Working knowledge of Microsoft Office (Outlook, Word, Excel) or other comparable software

Experience diagnosing hardware and software issues

Remotely troubleshoot switch configuration issues

Reboot POE injectors, wireless access points, receiver racks and other items on the remote power controller

Network and Wireless troubleshooting experience

2+ years of customer service experience

3+ years of technical support experience

Strong written and oral communication skills

Develop and maintain Knowledge Articles

Must be a High School Graduate or equivalent CompTIA A+, Security + or Network + certification HDI Certification a plus.

Answer, validate and triage incoming phone-in Incidents and Requests from Internal employees.

Process, validate and triage email submitted Incidents and Request from Internal employees.

Review and validate ticket information on self-service ticket submissions routed to the Help Desk

Route and escalate tickets to appropriate support teams.

Promotes a professional help desk image by offering knowledgeable, friendly, consistent, and efficient troubleshooting for products and services.

Other duties as assigned by Associate or Senior Help Desk Manager.

At least one year of customer service or software quality assurance experience required, with technology-related customer service experience preferred

Clear communicator with good spelling and grammar skills

Knowledge of the construction industry or accounting basics is a plus

Resolves at least 70% of incoming interactions without escalation.

Assist in maintaining software and workstation image management, including the use of image deployment software to perform imaging tasks for workstations

Identify areas deserving attention in the technical support environment, and consult with management

Work within the team framework created by management and work with team members on assigned projects

Government experience preferred - Strong verbal and written communication skills

Provide remote support and resolve issues for users whom may be at remote offices or home office users

Provide written updates for problem resolution in ticketing system, knowledge bases, troubleshooting manual(s) and procedures, or on-line documentation repository