Job Title: General Application IT Help desk Operator

Department: IT Help Desk

SUMMARY:

The General Use Technician takes incoming calls from global X end users to solve application and infrastructure related problems, records all incoming calls in the X system for tracking and monitoring of case status and resolution, assist with basic mentoring of other Gen Use technicians.

This is a potential 24 x 7 operation and the position requires the individual to be flexible to do shift work, weekends and holidays.

REQUIREMENTS:

  • Fundamental understanding of PC desktop, Operating System, Hardware, and Network Infrastructure
  • Troubleshoot X end user problems
  • Handles first level support problem cases
  • Ability to locate and follow approved troubleshooting procedures to resolve the problem
  • Maintain service levels, calls logged, and resolution rates based on established guidelines
  • Good computer skills (PC operating systems, Primarily MS Windows, Microsoft Outlook, Basic PC & LAN technology skills) preferably in a distributed environment
  • Good typing skills
  • Voice and conversation skills (certified via documented training)
  • Previous helpdesk or call center experience preferred
  • College Degree, equivalent technical training, or industry recognized certification preferred