Service Desk Agent I Position Available In Worcester, Massachusetts

Job Description:

Location:

Westborough, MA – Corporate Home Office.

Schedule:

Monday – Friday, Full-time Pay rate: $22.50-$24.00/hour

Benefits:

Heath, dental, vision insurance 401k with company contributionTuition reimbursement Paid time off Discounts on wide array ofservices/entertainment The Service Desk Technician I is responsiblefor: Being a frontline technical support professional who receivesand handles tickets. Providing customers with information,restoring service, and escalating tickets to a higher level ofsupport. Good communication skills and the ability to takedirection regarding incident resolution. Having knowledge of ITsystems, processes, and terminology. Evaluating documentedresolutions and analyze trends for ways to prevent future problems.

Alerting management to emerging trends in incidents. Assisting insoftware releases and rollouts and communication to the end users.

Fielding incoming requests to the Service Desk via both telephoneand e-mail to ensure courteous, timely and effective resolution ofend user issues. Documenting all pertinent end user identificationinformation, including name, department, contact information andnature of problem or issue. Building rapport and elicit problemdetails from service desk customers. Prioritize and scheduleproblems. Escalating problem (when required) to the appropriatelyexperienced technician. Recording, tracking and documenting theservice desk incident management process, including all successfuland unsuccessful decisions made, and actions taken, through tofinal resolution. Applying diagnostic utilities to aid introubleshooting. Accessing software updates, drivers, knowledgebases, and FAQ resources on the Internet/Intranet to aid in problemresolution. Identifying and learn appropriate software and hardwareused and supported by the organization. Performing hands-on fixesat the desktop level, including installing and upgrading software,installing hardware, implementing file backups, and configuringsystems and applications. Performing preventative maintenance,including checking and cleaning of workstations, printers, andperipherals. Testing fixes to ensure problem has been adequatelyresolved. Performing post-resolution follow ups to help requests.

Developing help sheets and FAQ lists for end users. ReinforcingSLAs to manage end-user expectations. Participating in mandatoryon-call rotation.

Qualifications Qualifications:

Associates Degreeor 1 to 2 years equivalent work experience.

OptionalCertifications:

HDI, Microsoft, Cisco, CompTIA or ITIL v3.0 orv4.0.

Experience:

Knowledge of basic computer hardware includingCPU, RAM, HDD, Network Adapters, etc. Extensive application supportexperience with Electronic Medical Record software. Workingknowledge of a range of diagnostic utilities, including remotecontrol software. Experience with smartphone, desktop and serveroperating systems, including Windows, Apple iOS, Android.

Familiarity with the fundamental principles of ITIL. Exceptionalwritten and oral communication skills. Exceptional interpersonalskills, with a focus on rapport-building, listening and questioningskills. Strong documentation skills. Fluent in English. Customerservice experience. Troubleshooting/problem solving experience.

Experience working in a team-oriented, collaborative environment.

Ability to conduct research into a wide range of computing issuesas required. •CA •CB