HR Global Technology

• Provide support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy. Additionally, it may involve troubleshooting printer issues and working with external IT departments to install proprietary software.
• Determines the most effective manner to resolve user's technical issue. Engages in research and in-depth troubleshooting to resolve technical issues. Consults with senior staff when necessary.
• Records required customer and problem information in the LANDesk Call Ticket System. Updates tickets with appropriate journal entries of activities and resolves tickets with well documented resolution entered upon completion of the job.
• Resolves Level 1 and 2 support calls. Elevates complex and/or high priority problems to the appropriate support groups for resolution.
• Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up.
• Works on Help Desk related projects as assigned by supervisor.

Education and Experience:

• The position requires experience in hardware, software, and network troubleshooting, or equivalent training and/or education are necessary.
• Customer service training and/or experience are beneficial and highly desirable.
• Associate Degree in related field preferred
• Previous Healthcare experience preferred
• 2-3 years’ experience in high volume service desk environment is preferred

Other Skills and Abilities:

• Must be able to learn and support new and fast-changing technologies.
• Excellent interpersonal skills.
• Good work habits under pressure.
• High energy level.
• Detail oriented.
• Must have a good command of the English language to provide effective phone and email support.
• ITIL experience preferred