HelpDesk Tier I

  • location: Atlanta, GA
  • type: Contract
  • salary: $16 - $18 per hour
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job description

HelpDesk Tier I

job summary:






Under supervision, assist customer with tier one issues or forward to second tier support for issues beyond subject matter expertise. Work and communicate with state employees, internal customers, and/or external customers to provide information and services targeted to meet customer expectations.





 
location: Atlanta, Georgia
job type: Contract
salary: $16 - 18 per hour
work hours: 9am to 5pm
education: High School
 
responsibilities:
  • Analyzes information to determine nature and extent of customer requirements and concerns
  • May serve as liaison between customers and technical staff in implementation and development of business process automation
  • Provides ongoing operational and user assistance to address application problems, provide on-call application support and assist users with application operations
  • Responds to internal and external customer concerns regarding web site.
  • Receives additional training, as required, to gain full proficiency and experience in all areas
  • May perform clerical duties in support of the unit
  • Provides information and answers to inquiries from external customers regarding all aspects of specific program area of unitPerform other assignments as required.
 
qualifications:
High school diploma or GED and Six months of experience handling customers, questions, complaints, and/or proving information.

 
skills:
  • Knowledge of office365
  • Excellent customer service
  • Competency in MS Office Suite
  • Knowledge of running diagnostic tests
  • Demonstrates ability and desire to learn Organization, Department, and Facility-specific applications, technology, and terminology.
  • Demonstrated ability to learn customer support processes and techniques.
  • Strong analytical skills.
  • Ability to solve problems.
  • Knowledge of REMEDY Ticketing tool
  • Prior experience with Airwatch, AT&T, Verizon wireless device trouble shooting and installation
  • Competency in call center tracking tools
  • Prior experience supporting customers in use of application software.
  • Proficiency in using support software tools.
  • Customer service orientation and/or prior customer service training

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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