What are the responsibilities and job description for the Help Desk I position at Integris?
A Help Desk member is responsible for maintaining client satisfaction through the effective dispatch of service tickets and by providing initial help desk support. Day-to-day activities will include answering incoming phone calls, monitoring service boards to triage tickets, and troubleshooting technical issues.
JOB DUTIES, FUNCTIONS AND COMPENTENCIES:
Promptly answer incoming telephone calls to triage service tickets.Communicate well with clients: keep them informed of incident progress; notify them of impending changes or agreed outages; document all results.
Troubleshoot and resolve Tier 1 technical issues involving any of the following:
New PC deployments
Microsoft desktop OS
Microsoft Office suite
Mac OS
Anti-Virus, Malware
Peripherals – Monitors, printers, multi-function scanner/printers, mouse, keyboard
Password changes (multi-platform)
VPN and Remote Desktop
Wi-Fi and wireless connectivity
WAN and LAN connectivity (routers, firewalls, switching)
Active Directory requests (user creation and deactivation)
Business telecom
Line of Business application
Multi-Factor Authentication
Complete thorough documentation of ticket activities as they occur throughout the day
Assist with onsite client support as necessary.
Improve technical proficiency via courses, exams, certifications, and through developing greater expertise with Integris specific technologies.
OTHER DUTIES:
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.
JOB QUALIFICATIONS/EDUCATION/EXPERIENCE REQUIREMENTS:
Job Qualifications
Honest, dependable and full of integrity
Possesses a genuine desire to help others
Takes ownership of all tasks and commits to high quality results
Track record of self-improvement and continuous learning
Ability to seamlessly adapt to changes quickly
Great sense of humor
Excellent customer service skills: telephone skills, communication skills, soft skills, active listening
Typing, writing and presentations skills
Professional attitude and appearance
Positive attitude
Reliable and collaborates effectively in a team environment
Ability to maintain the highest levels of performance when working remotely
Experience Requirements
Minimum of 1 years' experience in IT administration, or 2 years of relevant customer service experience