Overview

Qualified candidates must type at least 35 wpm and score 90% on the Technician Interview Test (see attachment). Scores on both typing and tech test need to be included in the comments section or attach scored actual tests
Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies, as well as Course Management Software
Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error
Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to Tier 2, Tier 3, supervisor or other technical staff
Logs and tracks calls using problem management software (SNOW), and maintains history records and related problem documentation
Prepares standard statistical reports, such as help desk incident report
Position Requirements include:
Excellent Customer Service Focus
Excellent Communication Skills
Trouble-shooting skills
Microsoft Operating Systems and Applications
Hardware/Software support experience
Previous Help Desk/Call Center experience
Experience at institutions of Higher Education
Web CT
Blackboard Application knowledge


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