Help Desk Coordinator Sr Associate

RESEARCH TRIANGLE PARK, NC 27709 Job Category:Technical Support Services Primary Location:USA-NC: NORTH CAROLINA-RESEARCH TRIANGLE PARKSchedule:Full-time Job Type:Standard Employee Status:Regular No Job Posting: 2008-08-25Description: Essential Job Functions The candidate will work as part of a team of call center analysts providing support togeographically dispersed laptops/desktops in an XP environment using MS Windows inan Active Directory. The successful candidate will provide direct support to VIPs, scientists, researchers, and administrators across the country. Support includes basic troubleshooting using remote assistance tools such as ZEN or SMS. The successful candidate will be required to work an eight hour shift between the hours of 6:00 am -6:00 pm local time. Applicants must have a thorough knowledge of Windows XP and Lotus Notes. Monitors help desks calls and responds appropriately to user requests and problems identified through review. Thesuccessful candidate will be required to work aneight hour shift beonitors help desks calls and responds appropriately to user requests and problems identified through review. Coordinates the schedules of the help desk staff to ensure proper coverage; revisits schedule and provides updates as needed. Acts as liaison with customer service management, supervisors, and coordinators to communicate any problems, issues, or concerns about current help desk practices in order to remedy any inefficiencies. Reviews the training needs of the help desk based on types of calls received. Analyzes, recommends and coordinates training needs of the department. Assists with answering calls and answers escalated or referred customer representative help desk calls from the staff. Reviews and monitors help desk technology and communicates deficiencies, provides input regarding solutions. Identifies deficiencies; communicates and coordinates improvement efforts to increase help desk efficiency. Basic Qualifications Two or more years of technical training Seven or more years of technical or customer support experience Experience working with customer support systems Experience working with help desk software Other Qualifications Good problem solving skills Good communication skills Good organization skills Ability to deal with ambiguity and change Ability to lead and coordinate others Remote Work Location Authorized:Yes, With Restriction Relocation Assistance:Not AvailableClearance Level:Public Trust Create Success