Help Desk Support

Help Desk SupportProvides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution. May require an associate's degree in a related area and at least 1 year or equivalent experience in the field or in a related area. Has knowledge of commonly-used concepts, practices, and procedures within a particular field. Relies on instructions and pre-established guidelines to perform the functions of the job. Primary job functions do not typically require exercising independent judgment.These positions/resources requested will serve as PEAK Call Center Agents responsible for addressing citizen/client questions related to technical issues accessing and navigating the system. Note that these resources should expect to be taking and resolving incoming client calls up to 90% of the time.Primary Responsibilities include the following:Answer incoming calls timely and accurately.Answers inquires by clarifying desired information, researching, locating and providing information.Resolves customers issues and concerns.Creates and maintains knowledge articles.Provide technical assistance to the customer (Examples):Password reset.Account information.Case number information.Adobe Reader issues.Browser issues.Technical computer issues.Internet connectivity.PEAK navigation.Enter information obtained from the call into a customer relationship management tool.Utilize the IVR/ACD for incoming and outgoing calls.Follow communication scripts when handling different topics.Meet personal/team qualitative and quantitative targets.Minimum Requirements:Minimum of 1 year of experience in a call center.Strong phone and verbal communication skills along with active listening skills.Experience using IVR/ ACD (Five9, Cisco, etc).Additional Information:All your information will be kept confidential according to EEO guidelines.