Help Desk Agent

IT Help Desk Agent- Tier 1 support

Help Desk Agent
Summary of Job Responsibilities Specific to this Position:

- Provide 1st Tier help desk support to all staff and their representatives
- Log all incoming problems and requests and actions taken to resolve them
- Attempt to troubleshoot and resolve problems and satisfy requests
- Correctly refer unresolved problems to higher level support work groups
- Respond to live call referrals from Analysts and provide technical support to Analysts
- Update the problem record upon problem or request resolution, or escalation.
- Diagnose complex technical issues and involve appropriate resources to speed problem resolution
- Provide follow-up status to Bank end-users in accordance with specified support policies and procedures
- Provide in-depth technical analysis of problems
- Mentor other agents on the team
- Successfully handle calls from difficult clients
- Develop and present short technical presentations to other agents or to clients
- Contribute technical solutions to knowledge base
- Ensure closed problems are adequately documented
- Increase personal knowledge of the technical environment with the goal of increasing first-call resolution rates
- Improve knowledge of, and ability to operate, all support tools and technologies
- Compile and prepare periodic status, performance, and trend reports for Bank review


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CIBER offers competitive salaries and benefits (health insurance, life & disability insurance), CBT training, tuition reimbursement, matching 401(k), and employee stock purchase plan. As an equal opportunity employer, it is the policy of CIBER, Inc. to attract and retain the best qualified people available without regard to race, color, religion, national origin, gender, sexual orientation, age, disability or status as a special disabled veteran, Vietnam Era Veteran or other qualifying veteran. Women and minorities are urged to apply.

Founded in 1974, based in Greenwood Village, Colorado, the company's consultants now serve client businesses from 60 CIBER, 20 European offices and three offices in Asia. With offices in 17 countries, annualized revenue of approximately $975 million and approximately 8,000 employees, CIBER's IT specialists continuously build and upgrade our clients' systems to "competitive advantage status." CIBER's services are offered on a project or strategic staffing basis, in both custom and enterprise resource planning (ERP) package environments, and across all technology platforms, operating systems, and infrastructures.
REQUIREMENTS
Technical Qualifications:
- Demonstrated technical and analytical skills
- Proficient typing skills (for example, 40 words per minute)
- In-depth understanding of information systems technology to include common computer applications, operating systems, hardware, networks, and messaging systems
- At least five years direct support to end-users of information systems, or relevant experience in a technical or customer support environment
- BS degree in Computer Science, Engineering, or Information Systems Management or related field,, or equivalent work experience
- A Plus Certification within 90 days of assignment to the World Bank.

Skill Level Definitions:

- Mastery - possession of consummate expertise and skill within a support topic
- Working Knowledge - possession of intermediate expertise and skill within a topic area
- Understanding - ability to grasp and comprehend the full working nature and significance of a specific support topic
- Appreciation - an awareness and recognition of the significance, relative importance, and basic terminology associated with a specific support topic

Agent must have mastery skill level in at least 1 areas and working knowledge in 2 skill areas.
Lotus Notes R5 or greater
MS Office Suite 2000, XP, and 2003 especially
MS Word
SAP
Remote Connectivity & Networking Plus skill levels as indicated below:
Printers Mastery
Internet Explorer Mastery
TCP/IP Understanding/ Mastery
DBMS Terminology Understanding
Client/server terminology Understanding
Network Administration Understanding
Unix Appreciation

Communication and Customer Service:
- Ability to work effectively as a team member
- Pleasant, professional, and courteous personality
- Excellent verbal and written communication skills
- Excellent administrative skills: organized, efficient, and versatile
- Excellent customer service approach to dealing with people at all levels within the Bank
- Exceptional ability to diffuse volatile situations when distressed or irate customers call for support
- Leadership skills

Problem Solving:

- Analyze and break down the incident using previous experience and knowledge to reach the root cause of the problem
- Use initiative to find ways of solving incidents. Clear and logical thought processes are required to identify causes of an incident
- Able to listen to a caller explain the incident, determine the probable cause, and logically take the caller through a step-by-step problem determination procedure, using telephone support
- Able to categorize an incident correctly for call tracking and logging purposes

****If this fits your background and expectations, please apply here online for immediate consideration.

****ONLY LOCAL CANDIDATES WILL BE CONSIDERED.