Job Information
Prototype IT Help Desk Support Assistant - ENTRY LEVEL in Lewisville, Texas
JOB SUMMARY
The Help Desk Support Assistant is an entry level position and will assist our operations team including Customer Service, Help Desk and Hardware, with a focus on learning and understanding key components of each department. The journey begins with our Call Coordination team. Here the candidate will learn our ticketing system, processes, and clientele. From there, they will learn the ropes in our Hardware department. During their time with Call Coordination and Hardware, we will be refining technical skills with the end goal of moving into a Tier 1 help desk role. This person will have the opportunity to provide technical support to clients in a variety of industries by using the most current technologies. The Help Desk Support Assistant is accountable for working quickly and efficiently to provide industry-leading response time and customer service while attaining maximum utilization of technical resources.
This is the perfect opportunity for a candidate who has a technical education background but is looking for some real-world experience!
QUALIFICATION STANDARDS
Education & Experience:
Basic IT knowledge to communicate with customers and “ask the right question” to assess their true IT needs for effective ticketing
Minimum one (1) year customer service or help desk experience, preferred
Experience with Microsoft office suite and computerized systems
Knowledge, Skills, & Abilities:
Provides superior customer service practices
Communicates professionally internally or externally; whether in person, email, telephone, or ticketing tool
Demonstrates effective listening and provides appropriate feedback
Maintains composure in stressful, high-pressure situations, handling internal and external objections and disputes to satisfactory results
Shows initiative in job performance to improve current processes and suggest new ways of doing things
Works under minimal supervision. Some independent judgment is necessary
DUTIES & FUNCTIONS
Essential:
Responsible for answering phone calls and emails as efficiently as possible
Ability to work with various team members, including more senior level resources to negotiate and coordinate schedules with the technical resources and clients
Listen to client concerns and issues with sympathy and the desire to help
Skills in organization and communications are an absolute must to be successful
Alert management when necessary for high visibility and critical issues.
Follow up calls to clients to ensure satisfaction
Update service tickets should new information be captured
Assures resources are used efficiently and effectively
Approach all encounters with customers and fellow employees in a friendly, service-oriented manner
Maintain compliance with prototype:IT’s standards including regular attendance, grooming, and security guidelines
Physical Requirements:
Moderate lifting or exerting force of up to 20 pounds occasionally
Marginal:
• Perform other duties as requested by management
• Attend meetings/training as required by management
Participate in continuing education
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