If you are interested in this position:
Download the skills matrix using the button below and fill it out.
Email us and attach the completed skills form and your most recent resume to us at:
jobs@iodatasphere.com Please include '8495WI Skills Form' and your name in the subject line.
Local candidates preferred. This position is to be on-site but may need to travel to other campuses occasionally as needed with another technician. The hours for this position in 8 am – 5 pm, Monday through Friday.
Description:
Our client is looking for a Help Desk professional to help answer front line calls via incoming phone or front desk service to meet client needs for faculty/admin staff. This work includes answering technical questions on varied TS procedures and software that is used by the college. This role requires someone with customer service skills. Someone who can work with issues through the phone or in person and someone that can be comfortable under pressure. This individual must have the ability to work independently in a high-volume environment.The position has cross-organization scope within the College and Technology Services. This position will report directly to the Director, Customer Service in Technology Services.
Tasks
Provide Services and TS through Customer Service
Work with Tier 2/3 staff in a professional manner
Support PC troubleshooting/imaging
Work with documentation specialist
Assess needs of customers.
Work independently.
Participate as a team member to achieve successful business process.
Communicate status to management and teams.
Required Soft Skills/Behaviors
Organization.
Ability to maintain composure with end customers.
Ability to follow-through on expectations tasks and ensure work assignments are completed.
Ability to effectively communicate, both orally and in written form.
Experienced working in a deadline-driven environment, handling and prioritizing multiple tasks.
Excellent conceptual, problem solving, and analytical skills.
Ability to work independently or as a member of a team on complex tasks.
Demonstrated competency in documenting solutions for both technical and functional audiences.
Display energy and initiative in solving problems
Follow all possible avenues to get the job done
Adaptable – undertake a variety of tasks willingly
Work effectively with a variety of personalities and work styles
Quality – demonstrate appropriate quality and thoroughness in their work
Decisive – ability to make decisions quickly when faced with multiple options
Ability to influence others in decided course of action
Integrity – act with personal integrity at all times
Professional – work with their teams’ processes
Confront problems, propose solutions and take ownership through to resolution or ensure a clear hand-off.
Have a positive “can-do” approach to work
Proactive – operates with and communicates to all stakeholders and co-workers
Meets commitments and is upfront and proactive in communicating when goals are in jeopardy
Analyze issues, proposes solutions, and then takes ownership of the execution of solutions
Work effectively with a variety of personalities and work styles
Ability to prioritize issues and resolve them
Act with integrity at all times
Skills Required
Experience in Help Desk environment
Experience in imaging PC Hardware and troubleshooting desktop software
Use of service management systems for incident tracking
Solid phone/soft skills and customer service experience.
5+ years - Technician capabilities in the field or in a related area. Familiar with standard concepts, practices, and procedures within a particular field
High School, prefer coursework beyond High School
Skills Desired
Exposure to an incident tracking system (ServiceNow)
