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IT/Operations Help Desk Representative
Category: Other
  • Your pay will be discussed at your interview

Job code: lhw-e0-89643446

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  Job posted:   Tue May 15, 2018
  Distance to work:   ? miles
  1 Views, 0 Applications  
IT/Operations Help Desk Representative
## Description

Job Description
CRI is looking for an IT/Operations Help Desk Representative to provide remote support, on an as-needed basis, to diagnose and resolve problems with computer hardware/software, and peripherals at the desktop/laptop level. This function also includes support of network and desktop printers. Representatives are required to have appropriate telephone etiquette skills and strong customer service focus.
Required Skills
* Microsoft Windows operating systems and products (required)
* Linux platforms (desired)
* Experience supporting Macintosh hardware and software (desired)
*General Duties*
* Operates computers to assist customers in resolving common software and hardware operating problems by either resolving or referring to other technical contributors.
* Uses standard written procedures, scripts, and knowledgebase articles to resolve.
* Resolves undocumented issues under direction of, and with the assistance of, mentor and senior representatives.
**Knowledge Management**
Reports issues that are not in Knowledge Base Articles (KBA's), documents solutions, and drafts new KBA's for approval.
*Direct supervision*
Supervisor provides daily supervision, monitors incident status and performance, reviews and coaches weekly.
*Technical supervision*
Technical supervision provided by senior level team members.
*Additional monitoring*
Shadows senior level team members.
Mentor assigned to advise and assist with policy, procedure, and technical requirements.
Tickets and resolutions are reviewed by senior member and/or Supervisor Lead frequently.
Required Experience
**Minimum Job Requirements**
*Education and experience*
Associate Degree or 2 years related experience.

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