Help Desk Technician

Summary

Under direct supervision responds to basic customer inquiries and requests.

Essential Job Functions

• Answers telephones and responds to basic customer questions using established methods provided in training. Forwards call to appropriate personnel.
• Records call on account history record with results of the inquiry; initiates required confirmation.
• Processes customer requests by sending faxes, returning telephone messages, sending mail documents, or using other related communication under direct supervision.

Basic Qualifications

• High school diploma or G.E.D.
• Zero or more years of customer service or other telephone experience
• Experience working with organizational functions and personnel
• Experience working with fax machines, computer software, and telephone technology
• Experience working with and skilled in the use of help desk software

Other Qualifications

• Basic business and analytical problem solving skills
• Basic communication skills
• Ability to follow oral and written directions

Work Environment

• Office environment
• May require shift work