Service Desk Rep Associate

Under minimal supervision and guidance, provides technological support by investigating and resolving complex problems. Responsible for general administrative duties related to the management of individual and/or team tickets, call flow, and project work. Effectively demonstrates customer care principals in individual to group interactions.

Key Responsibilities

• Manages the expectations of customers

• Under minimal direction conducts testing to ensure that all information systems products and services meet maximum organization standards and end-user requirements

• Thoroughly tests software and/or hardware to ensure proper operation and freedom from defects. Simulates and analyzes issues to resolve operating difficulties

• Recommends system modifications to reduce user problems due to updated and/or new technology, minor rules/rates and form releases. Recognizes and acts on inconsistencies

• Collaborates with the affected business units regarding new/upgraded technologies

• Designs, develops and executes basic to complex client communication after thorough analysis

• Under minimal direction, utilizes extensive knowledge of applications to resolve complex issues and may provide consultation in the design and impact of applications and/or support procedures

• Under minimal direction provides advanced technical knowledge and support to internal and/or end users for and/or client-side applications utilizing established protocol(s)

• Collaborates with other business units to resolve advanced technical needs and provides authored solutions to increase resolution by first contact interactions

• Consistently interacts with voice, network services, software developers, product operations and/or vendors to re-establish service and/or identify and resolve the root cause and/or more complex problems

Education

• High School Diploma or GED (Preferred)

Experience

• 0-2 years experience (Preferred)

Supervisory Responsibilities

• This job does not have supervisory duties.

Education & Experience (in lieu)

• In lieu of the above education requirements, an equivalent combination of education and experience may be considered.

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Skills

Compensation

Compensation offered for this role is $18.17 – 30.36 per hour and is based on experience and qualifications.