Services Support Representative or Desktop Support representative

Services Support Representative or Desktop Support representative

We are an Equal Employment Opportunity Employer M/F/V/D.

Role:
Services Support Rep 2
Location: Salt Lake City, UT
Duration: Approx. 3 months (temp to permanent)

Job Description:

• Our helpdesk agents are responsible for handling inbound calls from external and internal customers seeking technical support.
• The types of technical products that we support are both hardware and software related and vary from client to client.
• We fully train all of our selected candidates to handle each type of call.

Job Responsibilities:

• Responsible for providing first-line telephone technical support of hardware, systems, and software applications for customers and/or employees.
• Answers questions about installation, operation, configuration, customization, and usage of assigned products.
• Applies diagnostic techniques to identify problems, investigate causes and recommend and implement solutions to correct common failures.
• Provides remote support and troubleshoots issues with customers to resolve issues.
• Typically provides technical support for internal and external customers.
• Escalates complex problems to higher level of expertise within organization.

Skills and Experience Needed:

• High School Diploma or GED required.
• Previous computer technical support experience preferred.
• A+, MCP, Dell or other industry identified certifications are preferred but not required.
• Technical skills in PC hardware for workstations & laptops, network troubleshooting, Windows OS and applications such as Microsoft Office/Outlook and Lotus Notes/Smart Suite. MAC HW/SW skills also a plus.
• Ability to communicate effectively both written and oral, efficient and accurate typing skills.
• Provide excellent customer service that results in high customer satisfaction.
• Ability to troubleshoot, identify why a PC is performing a certain behavior.
• Active Directory (Expert)
• Microsoft SharePoint Services (Expert)
• Microsoft Exchange (Expert)
• Microsoft Office Communication (Expert)
• Microsoft Unified Communications (Expert)