Help Desk Agent

Responsibilities Primary function is to answer calls arriving at the Support Center and to accurately identify, prioritize and log the service requests within the established standards. Diagnose problems by asking accurate, concise questions in a professional and timely manner. Accurately prioritize, categorize and log calls, reset network passwords, resolve print queue problems, manage crisis escalation and transfer calls to other support group as appropriate, assist in projects as needed. Competencies Excellent customer service, interpersonal, organizational and communication skills; Ability to work in a fast paced changing environment; Understanding of Windows based applications; Familiarity with relevant operating systems, the Lotus and Microsoft Suite of products, the Internet and networking; Ability to recognize priority issues and escalate accordingly; Ability to translate technical terms into non-technical language; Understanding of computer terms and acronyms; Ability to learn new processes and procedures. Qualifications 2 years of lab or nursing or med tech or related medical technical experience OR 2 years of hardware, software, and networking technical support is required. Associate degree in Computer Science or a related discipline, and at least one, typically three years experience in IT or an equivalent combination of education and work experience. Requires sufficient knowledge of IT operations, responsibilities, workflow processes, and procedures to resolve most inquires independently. Good analytical and communication skills, sound judgment, and the ability to work effectively with client and other Systems Division staffs #J-18808-Ljbffr