Help Desk Tech

The IT Desktop Support Specialist’s primary role is to ensure proper
computer operation so that end users can accomplish business tasks. This
includes receiving, prioritizing, documenting, and actively resolving end user
help requests and application support. Problem resolution may involve the use
of diagnostic and help request tracking tools, as well as require that the
individual give in-person, hands-on help at the desktop level. Candidate may be
required to interact with other members of the IT Team to diagnose and resolve
unique problems. At times, the candidate may be asked to assist in the
maintenance and testing of network, servers and/or associated equipment. Training will be given to employees trainingis 7:00 am to 3:30 pm for ten consecutive days.

Duties and Tasks/Essential Functions:

• Deliver service and support to
  end-users using and operating automated call distribution phone software,
  via remote connection or over the Internet;
  
• Gather customer’s information and
  determine the issue by evaluating and analyzing the symptoms;
  
• Diagnose and resolve technical
  hardware and software issues involving internet connectivity, email
  clients, and more.
  
• Follow standard processes and
  procedures;
  
• Redirect problems to appropriate
  resource;
  
• Accurately process and record call
  transactions using a computer and designated tracking software;
  
• Organize ideas and communicate
  oral messages appropriate to listeners and situations;
  
• Stay current with system
  information, changes and updates

Skill and Knowledge Qualifications:
 

• Proper phone etiquette;
  
• Ability to speak and write clearly
  and accurately;
  
• Demonstrated proficiency in typing
  and grammar;
  
• Knowledge of relevant software
  computer applications and equipment;
  
• Knowledge of customer service
  principles and practices;
  
• Effective listening skills;
  
• Willingness to co-operate with
  others and work to the greater good;
  
• Multi-tasking capabilities;
  
• Minimum 12 hours of weekend
  working availability on a Saturday or Sunday
  

• Problem Solving,
  Help Desk Experience, Verbal Communication, Operating Systems, Phone Skills,
  Customer Service, Quality Focus, PC Proficiency, System Administration

• Other IT certification helpful but not required

Conditions:

• Must be able to sit for long
  periods of time


• Position requires use of
  headset/microphone

Salary: 16.25

Required Education: High School Diploma or GED, 2-year technical degree or similar
experience.

Required Experience: 1
year Customer Service

Location: Fargo, North Dakota

JobType: Full Time
Hours: Variable