Purpose and Scope: Under general supervision the Service Desk Support Tier I will provide technical software, hardware, and network problem resolution, making independent decisions by performing question/problem diagnosis in a call center environment. Essential Functions: This position description is not intended to be an exhaustive list of all duties, knowledge or abilities associated with this classification, but are intended to accurately reflect the primary job elements. Essential Job Functions: • Serve as the first point of contact for student and parents seeking technical assistance over the phone. • Perform remote troubleshooting through diagnostic techniques and pertinent questions (I.E. password resets, account issues, basic desktop inquiries, etc.) also, using available information resources such as Procedures database & FAQ's. • Collaborate effectively with other Service Desk staff members and trainers to resolve unfamiliar issues. • Advise users on appropriate action and turnaround times if the information is available, as well as follow up with them accordingly to provide the requested information once received. • Log all Service Desk calls, emails, and voicemails into the ticketing tool (FootPrints) for tracking purposes. • Follow Standard Operating Procedures (SOP). • Identify and escalate situations requiring urgent attention or expert knowledge to appropriate staff. • Route problems, create, track and document resolutions in regard to all ticket request assignments. • Stay current with system information, changes, and updates by reading Service Desk emails and attending any scheduled meetings. • Respond to incoming requests for assistance via calls. • Work on supervisor-assigned projects when requested.
Bilingual in English/Spanish is a plus • Excellent customer service skills. • Strong verbal and written communication skills. • Superior interpersonal skills and telephone etiquette • Good analytical and problem-solving skills. • Ability to deal with stress associated with fast-paced work environment. • Ability to make judgment decisions and adapt to changing work situations. • Ability to handle 50+ calls per day with calls being different in level of complexity • Ability to work independently, as part of a team, with customers, peers, and management • Proficient in Microsoft Office Suite and various Windows operating systems. • Knowledge of Microsoft TEAMS is a plus • Knowledge of Active Directory and User Management • Previous experience supporting general Applications, Telecommunications, Database, Development Tools and Languages, Network Mgt, UNIX, PC Hardware, Security and Web Apps • Willingness to work flexible hours/occasional weekend hours. • Associate Degree in Information Technology or equivalent work experience. • Additional training will be provided on the job