Help Desk | Level IV

The selected candidate will train in the office 100% of the time. Once training is completed, this is a hybrid role - 3 days working in the office and 2 days working from home.

Interviews will be in person.

Troubleshoots problems and provides or obtains a timely resolution

Answers calls related to PC and host applications, hardware capabilities and connectivity problems

Understands established service level agreements, and effectively works to meet or exceed those standards

Windows 10, MS Office 365, ServiceNow Ticketing System, iPhone and Android support, general hardware / software issues

Develops and maintains effective partnerships across the organization and is able to influence management, peers, and customers through an inclusive style and recognition of their abilities and knowledge. Balances individual and team responsibilities. Exhibits objectivity and openness to others views. Gives and welcomes feedback. Practices good listening techniques. Maintains a positive attitude. Takes ownership for situations

Demonstrates an attitude of cooperation and attention to customer needs and skill level through superior telephone skills. Calms frustrated callers and is recognized by customers as helpful. Recognizes the importance of timely and accurate responses and be aware of development schedules and releases that impact the customer.

Displays a strong empathy for the customer through an attitude of cooperation and the timely attention to the customer s needs.. Is recognized by customers as partner. Anticipates the impact of changes on the customer and takes action to minimize that impact. Works to ensure that the team meets service level goals as set by management and agreed to by the customer. Handles contacts with clear, concise business communication appropriate for the audience