Help Desk/Phone Support Agent

Our client is a rapidly expanding manufacturer of electronic devices seeking a HELP DESK TECHNICIAN to provide capable phone support in this premium contract position. This is a customer facing position - strong language skills and customer service skills are a MUST.

PRIMARY RESPONSIBILITIES

- Cleaning computer hardware according to manufacturers' specifications
- Monitoring computer hardware performance and diagnosing problems
- Upgrading computers through the addition of new hardware, such as additional RAM or a new disk drive
- Setting up new configurations of equipment
- Adjusting, repairing, and replacing worn or defective parts
- Installing and configuring software applications
- Troubleshooting and repairing software applications and OS related problems
- Tracking and routing problems and requests, and document resolutions
- Identification and escalation of situations requiring urgent attention
- Performing testing of equipment that has been repaired, prior to returning the equipment to the user

CORE CLIENT HARDWARE AND SOFTWARE ENVIRONMENT

Dell Optiplex desktops, Lenovo Thinkpad laptops, Microsoft Windows 2000/XP/7 OS, Microsoft Office 2003/2007, SAP, McAfee AV, Cisco VPN, Adobe Acrobat, Skype

KNOWLEDGE/SKILL REQUIREMENTS

- 3-5 years of related experience and training
- A+ certified
- Microsoft MCP Certification a plus
- Advanced knowledge of installation and operation of relevant software, hardware and other equipment
- Knowledge of relevant call tracking applications
- Knowledge and experience of customer service practices
- Must be able to kneel for short periods of time, frequently lift up to 25 lbs., and walk between buildings on campus often transporting up to 50 lbs. using a non-motorized cart

KEY COMPETENCIES

- Positive Attitude
- Oral and written communication skill
- Learning skills
- Customer service orientation
- Problem solving
- Adaptability
- Planning and organizing skills
- Attention to detail
- Stress tolerance