Help Desk

  • location: Strongsville, OH
  • type: Contract
  • salary: $15 - $17.50 per hour
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job description

Help Desk

job summary:
The function of the Help Desk Analyst is to assist customers with support for company proprietary software, Microsoft Windows operating system software, computer hardware, computer peripherals and basic computer networking. Customer Support is accomplished primarily by staffing and answering phone calls which involves remote support tools allowing connection into customer computers. Calls are to be handled in a timely fashion and escalated as needed for a suitable resolution. Additional mission related responsibilities will be assigned as required.

 
location: Strongsville, Ohio
job type: Contract
salary: $15.00 - 17.50 per hour
work hours: 8am to 5pm
education: Bachelors
 
responsibilities:
- Provide phone support up to 20 calls a day, but not limited to that number

- Master company proprietary software, computer peripherals and support multiple computer hardware platforms

- Respond to customers regarding vendor equipment policies

- Maintain, create and improve knowledge base data for essential business technologies.

- Take ownership of issues and follow through to completion with minimal, or no, supervision

- Multitask effectively during extremely busy times and prioritize to achieve the maximum results

- Physically possess the ability to lift up to 40 pounds

- Assist with special projects or other department related tasks as assigned

- Strive for first-call resolution

- Works well in a team environment

 
qualifications:
- A Bachelor's Degree in Business, Management Information or Computer Science is preferred; or equivalent work experience

- Microsoft Certification for Windows 10 Operating System

- CompTIA A+ and, or, Network+ highly desirable but not required

- 2-4 years' experience using Microsoft Office Suite of products, especially knowledgeable of Outlook, Excel and Word

- Working knowledge of computers, operating systems and computer networking support

 
skills: - Effective analytical abilities and technical skills to isolate problems, fix immediate needs and offer long term solutions based on root cause analysis

- Excellent organizational skills

- Experience providing telephone-based customer service

- Proven ability to handle customers and manage customer calls

- Open-mindedness when handling customer and uncovering issues

- Self-awareness to know when to seek assistance regarding a customer issue

- Superb attention to detail

- Strong team player but also can work independently

- Ongoing desire to learn and grow

- Excellent communicator both written and spoken

- Ability to work with minimal or no supervision


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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