Reports to Manager of Technical Support and is the primary contact point for customers seeking assistance with Information Systems related issues. Works with customers over the phone to correct problems of various types and level of importance. Records issues/requests and dispatches for resolution as appropriate. Facilitates and/or monitors problem-resolution, working with customers with varied levels of computer knowledge. Assists customers as they gain access to authorized applications. Freque... more details
Reports to Manager of Technical Support and is the primary contact point for customers seeking assistance with Information Systems related issues. Works with customers over the phone to correct problems of various types and level of importance. Records issues/requests and dispatches for resolution as appropriate. Facilitates and/or monitors problem-resolution, working with customers with varied levels of computer knowledge. Assists customers as they gain access to authorized applications. Frequently interacts with LAN, WAN and Telecomm Administrators, PC Technicians, Programmer Analysts and Business Analysts to correct problem situations and fulfill service requests. Updates users on the status of outstanding service requests. Maintains a broad base of technical skills to diagnose and solve problems while maintaining excellent interpersonal skills. Must be aware of all systems and applications used throughout the company. The Help Desk Coordinator provides users guidance and first level support by assisting in problem resolution. The coordinator acts as the key contact for onsite and remote users for terminal and production problems and inquires. This position is the often the first contact a user has with IT and so must maintain a professional attitude and tone when working with our customers.
Education – associate's degree in computer science or related field or equivalent combination of education and experience is preferred.
Experience – Two or more years of work experience in help desk or customer service setting preferred.
Licensure/Certification – Professional certification, such as the Help Desk Institute's Customer Support Specialist (CSS) or Help Desk Analyst (HAD), A+ certification or the Microsoft Certified Systems Engineer (MCSE) designation preferred.
Knowledge/Skills/Abilities – Excellent problem-solving, communication and interpersonal skills, and strong analytical and problem-solving skills are required. Must be proficient in the use of administrative and clinical systems.
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