Job Description
Job Duties:
Receives calls, emails, and web inquiries for end users and other external Help Desks
Tracks and logs inquiries into a ticket management database; classifies tickets according to severity classifications
Ensures customer contact and information is accurate on tickets
Troubleshoots and provides solutions to frequently asked questions/requests
Routes inquiries to appropriate teams for triage or resolution
Updates and maintains databases
Monitors internal customer help desk system
Performs other duties appropriate to the assignment
Knowledge, skills and abilities (KSAS):
Knowledge of:
Customer service principles
Personal computers and common computer software applications
General functional characteristics and capabilities of operating systems for Windows
Basic wireless networking functionality and capability
Basic desktop and laptop support and troubleshooting
Skill in:
Verbal and written communication
Establishing and maintaining interpersonal relationships
Time management and organization
Taking a customer‑centric approach to troubleshooting
Ability to:
Synthesize feedback and adjust accordingly
Take initiative to research or seek customer feedback to improve service
Continuously participate in process improvement practices
In‑state travel may be required. May require possession of and ability to retain a current, valid state‑issued driver’s license appropriate to the assignment. Employees who drive on state business are subject to driver’s license record checks, must maintain acceptable driving records and must complete any required driver training (see Arizona Administrative Code R2‑10‑207.12).
Employees may be required to use their own transportation as well as maintaining valid motor vehicle insurance and current Arizona vehicle registration; however, mileage will be reimbursed.
Three to five (3‑5) years’ experience at a help desk in tier 1 or tier 2 support
Qualifications
Receives calls, emails, and web inquiries for end users and other external Help Desks
Tracks and logs inquiries into a ticket management database; classifies tickets according to severity classifications
Ensures customer contact and information is accurate on tickets
Troubleshoots and provides solutions to frequently asked questions/requests
Routes inquiries to appropriate teams for triage or resolution
Updates and maintains databases
Monitors internal customer help desk system
Performs other duties appropriate to the assignment
Additional Information All your information will be kept confidential according to EEO guidelines.
#J-18808-Ljbffr
Receives calls, emails, and web inquiries for end users and other external Help Desks
Tracks and logs inquiries into a ticket management database; classifies tickets according to severity classifications
Ensures customer contact and information is accurate on tickets
Troubleshoots and provides solutions to frequently asked questions/requests
Routes inquiries to appropriate teams for triage or resolution
Updates and maintains databases
Monitors internal customer help desk system
Performs other duties appropriate to the assignment
Knowledge, skills and abilities (KSAS):
Knowledge of:
Customer service principles
Personal computers and common computer software applications
General functional characteristics and capabilities of operating systems for Windows
Basic wireless networking functionality and capability
Basic desktop and laptop support and troubleshooting
Skill in:
Verbal and written communication
Establishing and maintaining interpersonal relationships
Time management and organization
Taking a customer‑centric approach to troubleshooting
Ability to:
Synthesize feedback and adjust accordingly
Take initiative to research or seek customer feedback to improve service
Continuously participate in process improvement practices
In‑state travel may be required. May require possession of and ability to retain a current, valid state‑issued driver’s license appropriate to the assignment. Employees who drive on state business are subject to driver’s license record checks, must maintain acceptable driving records and must complete any required driver training (see Arizona Administrative Code R2‑10‑207.12).
Employees may be required to use their own transportation as well as maintaining valid motor vehicle insurance and current Arizona vehicle registration; however, mileage will be reimbursed.
Three to five (3‑5) years’ experience at a help desk in tier 1 or tier 2 support
Qualifications
Receives calls, emails, and web inquiries for end users and other external Help Desks
Tracks and logs inquiries into a ticket management database; classifies tickets according to severity classifications
Ensures customer contact and information is accurate on tickets
Troubleshoots and provides solutions to frequently asked questions/requests
Routes inquiries to appropriate teams for triage or resolution
Updates and maintains databases
Monitors internal customer help desk system
Performs other duties appropriate to the assignment
Additional Information All your information will be kept confidential according to EEO guidelines.
#J-18808-Ljbffr