To be the first point of contact in IT support calls, resolving problems over the phone and delegating those that require further assistance from IT personnel. Provide prompt, professional, courteous responses/support for chapters and national office staff.
Areas of Responsibility:
- Analyze and resolve problems over the phone with Chapter & National Office personnel so that users can make continuous and efficient use of software and hardware. Document all pertinent information and log it into the Heat system to allow further tracking and analysis of reported problems. Handle special projects with no degradation of ongoing assignments and responsibilities.
- Answer Help Desk calls promptly, check voicemail, unassigned emails & log them into Heat system with accurate information (Subject, Priority & proper Action notes).
- Research problems that can be handled at the Help Desk level, & correspond with the Client until the problem is resolved. Learn/stay current with changes in supported software/hardware. Document new procedures and communicate with peers.
- Route calls to other Information Technology personnel if the problem needs further expertise, or takes more than 30 minutes to resolve.
- Maintain up-to-date guides and special instructions on file for future use in helping callers. Notice trends and take action on how to correct known issues from occurring.
- Participate in other Information Technology projects when time permits (such as new technology roll-out, inventory management, chapter upgrade checklists, computer transfers, Netbook deployment, hardware support etc.).
Educational Background:
Associate or Technical degree
Skills/Experience:
- 2-4 years experience
- Experience with supported software packages
Job Function:
Organization Info
Listing Stats
Post Date:
Nov 24 2018
Active Until:
Dec 24 2018
Hiring Organization:
March of Dimes
industry:
Nonprofit