applications

Job Title: General Application IT Help desk Operator

Department: IT Help Desk

SUMMARY:

The General Use Technician takes incoming calls from global X end users to solve application and infrastructure related problems, records all incoming calls in the X system for tracking and monitoring of case status and resolution, assist with basic mentoring of other Gen Use technicians.

This is a potential 24 x 7 operation and the position requires the individual to be flexible to do shift work, weekends and holidays.

REQUIREMENTS:

• Fundamental understanding of PC desktop, Operating System, Hardware, and Network Infrastructure


• Troubleshoot X end user problems


• Handles first level support problem cases


• Ability to locate and follow approved troubleshooting procedures to resolve the problem


• Maintain service levels, calls logged, and resolution rates based on established guidelines


• Good computer skills (PC operating systems, Primarily MS Windows, Microsoft Outlook, Basic PC & LAN technology skills) preferably in a distributed environment


• Good typing skills


• Voice and conversation skills (certified via documented training)


• Previous helpdesk or call center experience preferred


• College Degree, equivalent technical training, or industry recognized certification preferred