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Help Desk Tech
Location:
San Antonio, TX
Description:
Position Announcement Position: Help Desk Technician Department: Service Reports To: Call Center Supervisor FLSA Status: Full Time / Non-Exempt / Hourly Location: San Antonio Description The Help Desk Tech (HDT) is responsible for LIVE first level printer and copier problem determination, resolution, incident recording, problem escalation, and follow through on Network related activities. HDT's provide themselves as a technical resource to external customers that are utilizing our connected printers and copiers as well as our imaging software. He/she must be able to clearly identify the issues that our customers are experiencing and determine the level of support that will be required to assist our customers. Ideally, this person will have the skill-set to trouble-shoot minor problems such as paper-jams, error-codes, electrical failures over the phone; up to including more complex issues involving Network-Connectivity. Responsibilities Provide network, hardware, software and applications support on networks, printers, copiers, wide format equipment Communicate and interact with Internal and External customers Ensure all related activities are accurately tracked and documented Perform other activities that support DOCUmation's Aftermarket organization Communicate and interact with customers, field service, sales, management, and administration in a way that is courteous, positive, and professional Assist with FM Audit Service Alert implementation and administration In addition, this position will provide back-up support to Dispatch as needed Oversee the completion of all administrative aspects of the job on-time and error-free Update Work Orders timely and accurately Monitor call-avoidance queue service activity Oversee, monitor, and work with FSM on call escalation Provide necessary reports to satisfactorily monitor Field Service Provide end-user support-resolution as expertise permits using the available tools and processes Follow up phone calls - Post Call Resolve Experience & Required Skills Computer related skills, such as Microsoft Office Suite, Word, Excel required, mac environments are a plus Attention to Detail Customer service orientation Teamwork (cooperation) Work standards (concern for quality) Technical knowledge/skills Ability to distinguish between user generated problems, hardware problems and network problems Knowledge of E-Automate System Ability to quickly learn software applications Ability and willingness to provide back up support for Call Center representatives by communicating with customers and internal employees for service calls and supply request Demonstrated ability to effectively communicate by phone, in writing and-or in person Demonstrated ability to achieve successful outcomes in handling difficult situations and customers Demonstrated analytical and troubleshooting skills Shows initiative and acts independently to resolve problems Demonstrated ability to manage multiple priorities and follow through on projects-activities to completion Prior experience in technical services or a call center Education & Certification High school diploma or equivalent A+; N+; MCSE or equivalent certification Physical Requirements Ability to sit for long periods of time Ability to occasionally stand, stoop, bend, and kneel Manual dexterity to use hands and fingers to handle, control computer and telephone keyboard Visual acuity to read printed and electronic documents Ability to regularly speak clearly so listeners can understand Ability to understand the speech of others Occasionally lift 10-30 pounds Special Requirements None. Note: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice to meet the needs of the organization.
Company:
Documation
Posted:
April 26 on TopUSAJobs
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More About this Listing: Help Desk Tech
Help Desk Tech is a Customer Service Help Desk Job at Documation located in San Antonio TX. Find other listings like Help Desk Tech by searching Oodle for Customer Service Help Desk Jobs.
Help Desk Tech is a Customer Service Help Desk Job at Documation located in San Antonio TX. Find other listings like Help Desk Tech by searching Oodle for Customer Service Help Desk Jobs.