Junior Help Desk
Company: Akimeka LLC
Posted on: December 9, 2018
Help Desk Specialist Job Description As part of a Tier 1 and Tier 2 help desk project, the selected candidate will provide detailed call/problem documentation and troubleshoot and attempt resolution of reported incidents experienced by users of Assistive Technologies while performing their day-to-day duties. Documentation of problems and solutions will be done utilizing the Change, Asset and Problem Reporting System (CAPRS). Problem reporting in the CAPRS ticketing system is required for all modes of contact: phone, email, fax, and TDD, and will become the candidate's main workflow tool. The candidate will identify and report on a variety of hardware, software, mainframe access and print problem determinations as they pertain to the users of Assistive Technologies. The candidate will also, during each call, troubleshoot the problem being experienced by the user and provide solutions to the reported problems, or, if solutions are not able to be reached during the call, facilitate escalation of the problem per procedures and policies. Additionally, the individual will dispatch all vendor hardware tickets as per procedures and policies. Further, the candidate will participate in weekly status meetings and may be called upon to as needed to perform other duties. Requirements
- Candidates must have the following qualifications:
- Be fluent in spoken and written English
- Have advanced troubleshooting experience
- Experience in a formal IT support role
- Advanced level of experience with Microsoft Windows
- Experience writing, reading, and troubleshooting batch files
- Experience with remote access tools and registry modifications
- Experience with application programming
- Familiarity with the following would be a plus:
- Windows Accessibility Enhancements or other technologies for the assistance of the Disabled, Visually, or Cognitively Impaired
- Section 508 of the Americans with Disabilities Act
- The candidate must have a pleasant demeanor and phone presence and be able to maintain calm while speaking to frustrated callers.
- The candidate will be required to have the ability to think quickly and creatively to diagnose and resolve problems with minimal supervision.
- The candidate will be required to participate in training in the use of Assistive Technology products, including hardware devices and software applications.
- The candidate will be required, within 2 - 4 weeks of joining the company, to become proficient in the use of the CAPRS ticketing system that is used by the agency to detail reported incidents.
- Selected candidate must be able to pass a background check and be eligible to receive a Public Trust level clearance. The company will facilitate the clearance process, but the candidate will not be able to begin work until the clearance process is complete (generally 4-5 weeks).Physical Efforts Required of the Customer Service Rep:Sit - 5.5 to 8 hours dailyWalk - up to 2.5 hours dailyBend/Stoop up to 2.5 hours dailyReach above shoulder level - Up to 2.5 hours dailyTalk - 5.5 to 8 hours dailyLifting - up to 20 lbs occasionallyCarrying - up to 20 lbs occasionallyReading - knowledge base, research, emails, CAPRS ticketsWriting - emails, CAPRS tickets, documentation as neededEye/Hand Coordination - Computer Mouse, pressing status buttons on phone (ready, not read, etc)Precise Manual Dexterity - Computer Mouse, pressing status buttons on phone (ready, not ready, etc)Exposure to extreme noise - Working in a call center sometimes involves overhearing other representatives talking on the phone. Additionally, there are regular fire alarms in the building. - provided by Dice Help Desk
Keywords: Akimeka LLC, Baltimore , Junior Help Desk, Other , Baltimore, Maryland
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