Help Desk in Columbus, OH

Location: Dublin
Posted on: October 8, 2024

Job Description:

HelpDesk Essential Functions: Helpdesk provides technical support and assistance to customers using computer hardware, standard desktop applications or software applications. Associates perform troubleshooting and conduct problem determination to identify problem source and resolve as possible within the Service Center.
 
Specific Duties, Activities, and Responsibilities:
- Answer incoming client and customer calls.
- Troubleshoot software and hardware issue via phone.
- Train end users in the use of equipment and software.
- Acquire and maintain expert knowledge of emerging desktop technologies and software applications.
- Fully document all cases in call tracking software and escalate to appropriate queue.
- Escalate support call to supervisor as necessary.
- Assume ownership of project-related tasks as needed or assigned.
- Act as liaison between clients or customers and other IT organizations or external IT vendors.
- Maintain and seek knowledge about current industry-wide support practices and the potential impact on the support business.
 
Position Requirements: Education or Equivalent - Degree in Computer Science, MIS or related field. Minimum two years related experience required.
 
Knowledge/Skills Requirements:
- Microsoft Windows 95/98/NT/2000/XP
- Microsoft standard desktop applications including Word, Excel, PowerPoint, Exchange, Visio
- Demonstrated experience supporting customer interactions and troubleshooting
- Troubleshooting knowledge of PC hardware issues including modems, monitors, printers, hard drives, PDAs
- Experience supporting database software such as Fox Pro
- Experience supporting proprietary software applications
- Fundamental understanding of networking including Novell, NT, TCP/IP, WINS, DNS
- Troubleshooting web browsers and security settings
- Using AS/400 applications
 
Physical/Mental Requirements: - Ability to react to dynamic industry and rapid changes in information technology - Flexibility and adaptability - Ability to maintain customer focus in the midst of difficult circumstances - Ability to manage multiple priorities in a fast-paced environment
 
Work Environment: Standard business work environment. Some after hours and weekend work as needed to meet business needs. The organization is a very fast-paced, changing environment. This position requires decision-making capabilities, superior customer service skills, and the ability to work independently. Sensitivity to accuracy, timeliness, and professionalism in all areas of support activity is imperative. Patience, tolerance, and flexibility are very important traits for an individual assuming this role. Strong interpersonal skills are a necessity. Flexibility to work on a varied shift schedule.
 

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