Help Desk Associate 1311159

DUTIES AND RESPONSIBILITIES:

* Provide operational and technical support to franchisees in the network as it relates to all hardware and software systems.

* Interact with the various MBE disciplines (Legal, Accounting, Corporate Accounts, Learning, and Operations, etc.) to assist in the resolution of center issues.

* Utilize the resources at MBE's Global Home Office in providing personalized and convenient business solutions to operational questions from the network through regular communication via telephone, e-mail and other communication mediums.

* Undertake special projects as assigned by the Technology Department and other departments as needed.

* Develop, monitor, make changes / improvements and maintain the operational tools in use by the network.

* Test software and hardware as required.

* Troubleshoot, evaluate and provide solutions for:

Software/hardware issues via telephone, fax, Internet (Web) and e-mail. Solutions may consist of remotely configuring, installing and replacing software/hardware.

ICN/LAN for centers: WANNPN over broadband, dial up and VSAT connections: and Netscreen and Cisco VPN routers.

* Maintain thorough knowledge of existing software programs, all changes incurred by updates or patches and new programs incorporated into the product line.

* Maintain accurate logs of all interaction and status of pending issues in support database and be able to provide written or oral reports as requested.

* Assist in the training of end users, and instruction documentation.

* Travel may be required from time to time as needed by the learning, operations, or technology department.

QUALIFICATION REQUIREMENTS:

Education and/or Experience Required:

Minimum of two year prior experience in a similar help desk support role.

A+ Certification, Degree in MIS/Computer Science or equivalent experience is required.

Language Skills: Proficiency in the English language.

Other Skills and Abilities:

* Excellent written and oral communication skills.

* Excellent customer service skills.

* Strong computer skills, including experience with Windows XP operating system.

* Ability to establish rapport in a multilevel environment.

* Must be able to effectively manage multiple customer issues concurrently.

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