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Help Desk Coordinator - 12 MonthsRichmond, VA To help with technical needs and provide support to employees. This level is staffed by individuals who have help desk & call center experience delivering excellent customer service. This position is 100% phone support. Duties and Responsibilities
- Computer hardware/software, iDevices, Tough Books, Windows 7 & 10 OS, MS Office suite, Share Point, Active Directory, Skype, Mainframe, Print management tools
- ServiceNow ticketing system experience is preferred. Strong analytical/troubleshooting skills with experience identifying issues quickly to determine if the solution can be applied during the call or if the issue requires escalation is also required.
- Ability to identify and solve problems quickly/escalate issues efficiently
- Familiarity with knowledge process for creating procedural articles is desirable,
- Ability to multitask while client is on the phone by researching knowledge and documenting tickets
- Demonstrated competency in logical and analytical thinking
- Experience in the adaptation and application of rapidly changing technology to business needs,
- Proficient at exercising self-discipline and mindfulness in open call center environment,
- Experience working in contact center environment where the importance of adhering to scheduled breaks is measured,
- Experience working and performing well in environment where individual performance metrics and scores are measured monthly,
- At least 1 yr of IT Phone Support experience
- Ability to work any 8 hour shift within 6AM-6PM EST time span as needed
- Flexibility to support 24x7 shifts during inclement weather events including Holiday and weekend as needed.
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