Help Desk Specialist
TekTegrity, Inc. is a fast growing company that offers premium IT services to businesses, academic institutions, and non-profit organizations. TekTegrity services the Central Coast and Central Valley in California.
General Summary:
The Help Desk Specialist is responsible for gathering information from clients, performing basic troubleshooting, documenting issues, and ensuring customers are assisted by the appropriate technician or engineer. This position may be part-time or full time, depending on availability.
Pay and Benefits:
• Hourly pay range of $11 to $13/hour
• Catered Lunch
• Potential for a career position
Essential Duties and Responsibilities:
• Act as the single point of contact to the customer for all types of service requests
• Coordination of all IT support groups to ensure maximum utilization of billable resources
• Pre-process service requests as they arrive through email, manual entry, or direct customer input
• Schedule internal and field technical resources
• Monitor resource schedules to ensure prompt time entry on service requests
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
Additional Duties and Responsibilities:
• Improve customer service, perception, and satisfaction
• Fast turnaround of customer requests
• Ability to work in a team and communicate effectively
• Improve usage and increase productivity of IT support resources
• Escalate service requests that cannot be scheduled within agreed service levels
• Report the utilization of IT Support resources and successful completion of service requests to the Service Desk Manager
• Responsible for entering time and expenses as it occurs
• Understand processes by completing assigned training materials
• Enter all work as service tickets
Knowledge, Skills, and/or Abilities Required:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Basic computer and operating system knowledge
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
• Ability to multi-task and adapt to changes quickly
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all organization’s key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast moving environment
How to apply:
No applications without a cover letter and resume will be considered.
Please send to: jobs@tektegrity.com
