Local school district seeks Help Desk Associate who will provide first-level remote IT services or assist in the delivery of higher level services.

• Properly enter all calls into the helpdesk system
• Use predefined triage processes to troubleshoot and resolve or escalate to the appropriate resource within allowed
• Service Level Agreement parameters
• Ability to use remote desktop applications in order to troubleshoot end user PC related problems
• Ability to resolve standard documented problems with minimal assistance
• Take ownership for customer problem resolution ?
• Possesses working knowledge of customer support business and technology processes:
• Call handling processes, Customer shrink wrap software applications, operating system environment, asset tracking, etc.
• Identify customer-training issues on standard and non-standard products
• Able to contribute to technical discussions with other team members and contributes to the decision making process

SKILLS: 

• Able to demonstrate good customer service skills
• Able to demonstrate proficiency with Helpdesk tools , Microsoft operating systems, MS Office applications and anti-virus software, communications technology devices
• Able to demonstrate basic hardware and software trouble shooting skills
• Able to demonstrate good problem solving & critical thinking skills
• Able to demonstrate ability to work with minimum supervision
• Able to demonstrate knowledge of all necessary web based tools as it applies to the position (i.e. ProActa, Help desk call tracking applications , etc.)
• Able to demonstrate willingness to work as a team player
• Able to demonstrate good organizational skills and ability to attend to details - Ability to travel as required

EXPERIENCE: 0-5 years in a technical customer environment Call Center experience preferred

EDUCATION: -

• Minimum: High School Diploma or equivalent
• No less than one entry level certification (A+, N+, or OEM vendor certification)

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Since being founded in 2002, A+ Consulting has grown at a rapid pace. We provide contract , contract to hire and direct hire solutions for IT, Technical Fields, Administrative and Finance Professionals.
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