Helpdesk Representative – Level One

SUMMARY: Provide “Level One” support to internal and external customers for all IT related issues.
MAJOR RESPONSIBILITIES
•Act as first point of contact for all IT related issues/requests via call, e-mail or web
•Capture user/issue information and enter in tracking system
•Perform quick analysis to identify severity of issue
•Resolve all Level 1 severity cases in timely fashion
•Participate in rotation to provide remote off-peak support
•Dispatch all Level 2 severity cases, in timely fashion to appropriate queue. Must include all troubleshooting efforts and critical specifics in case notes
•Provide case status, as requested
•Possess knowledge of commonly-used concepts, processes, and procedures within IT Department
•All other duties as assigned by Manager
REQUIREMENTS
QUALIFICATIONS AND COMPETENCIES
•2+ years of IT related experience
•Bachelor’s degree preferred
•Proficient with Microsoft Office and Outlook software: Excel, Word, PowerPoint, Access- a plus
•Strong communication skills: proven ability to effectively communicate with all levels of employees
•Good organizational and time-management skills: proven skill in managing multiple tasks and establishing priorities
•Strong interpersonal and customer service skills
•Works effectively in a team environment
•Ability to work under pressure and meet deadlines
•High ethical standards and maintains confidentiality
•Ability to follow all defined processes and procedures, as well as make every effort to meet Helpdesk SLA’s
•Work well under immediate supervision