BITHGROUP
  • 21-Jun-2016 to 21-Mar-2019 (EST)
  • Other
  • Baltimore, MD, USA
  • Full Time

Help Desk I is responsible for first response in answering, commenting and replying to service and incident requests that are made to the Help Desk. This Level 1 position will involve various Help Desk Tier 1 duties with a strong focus on customer service. This individual will work under the guidance of the Help Desk Manager to learn our business model and suite of services we provide.

DUTIES

  • Years of Relevant Experience: 1 to 3 years field experience
  • Preferred Education: 2 year associates degree or equivalent technical study. Role Description:
  • Provides technical assistance, support, and advice to end users for hardware, software, and systems.
  • Provides hands-on technical assistance to business and technical users.
  • Investigates and resolves computer software and hardware problems of users.
  • Serves as a contact for level 1 support.
  • Serves as a contact for users having problems using computer software, hardware, and operating systems, and escalates as necessary.
  • Determines whether problem is caused by hardware, software, or system.
  • Answers questions, applying knowledge of computer software, hardware, systems, and procedures.
  • Talks with technical and non-technical co-workers to research problem and find solution.
  • Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions.
  • Experienced with a variety of call-tracking software and systems.
  • Reads trade magazines and engages in independent study to maintain current industry knowledge.
  • Follow quality standards, and displays strong customer service skills.
  • Ability to work in a team environment.
  • Complete assigned tasks.
  • Strong communication skills; both written and spoken.

QUALIFICATIONS

  • Years of Relevant Experience: 1 to 3 years field experience
  • Preferred Education: 2 year associates degree or equivalent technical study
BITHGROUP
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