Help Desk Technician Associate - Helpdesk - (MA-GDIT-07cr)

Job Category:Technical Support Services Primary Location:USA-MA: MASSACHUSETTS-NEEDHAMSchedule:Full-time Job Type:Standard Employee Status:Regular No Job Posting: 2008-09-02Description: Essential Job Functions Answers help desk telephones for assigned account(s) and responds to moderately complex customer inquiries to ensure customer needs are met. Assists the customer in resolving technical problems on a primary account by providing guidance regarding software and hardware problems. Resolves and/or refers highly complex technical problems as appropriate. Follows up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame. Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation. Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are successfully resolved. Analyzes and evaluates inquiry/problem reports and makes recommendations to reduce help desk call rates. May provide leadership and work guidance to less experienced personnel. Basic Qualifications Two years of technical training preferred. Experience working with company products and operating systems Experience with solving computer-related problems Experience working with company escalation policy Other Qualifications US citizenship required - account requirementInterpersonal skills for interacting with team members and clients Communications skills Organization skills to balance and prioritize work Analytical and problem solving skills Leadership skills to mentor and provide guidance to less experienced personnel Ability to work in a team environment Remote Work Location Authorized:No Relocation Assistance:Not AvailableClearance Level:None Create Success