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Help Desk Representative

Company: ASI System Integration, Inc.
Location: Port Washington
Posted on: January 14, 2018

Job Description:

Job DescriptionJOB SUMMARYThe role of the Help Desk Representative is to assist retail store associates and/or at-home customers who are experiencing any procedural or operating difficulty with the use of IT applications, products or services that ASI is selling at a national retailer to consumer. They are also responsible for escalating complex and/or high priority problems to specialized support groups for resolution when needed.PRIMARY DUTIES:· Provides 1st level support for all Information Technology products and services ASI provides to retailer.· Customer service support will include answering questions, troubleshooting problems, teaching or instructing retail store associates regarding software or hardware functionality, and communicating standard operating procedure for services.· Troubleshooting issues such as network connectivity and resolving difficulties· Determines the most effective way to resolve customer's technical issue. Engages in research and in-depth troubleshooting to assist customer as much as possible. Consults with full-time staff when necessary.· Updates tickets with appropriate journal entries of activities, and closes tickets with resolution entered upon completion.· Assists with Level 1 customer service technical support or elevates complex and/or high priority problems to the appropriate support groups for resolution ensuring that an effective solution is provided to the user. REQUIRED EXPERIENCE· 1 year of experience providing technical support via phone to onsite and remote users· 1 year of experience performing hardware, software, network troubleshooting, and basic operating system functionality support· 1 year of experience installing and setting up PCS· 1 year of experience using ticket management software/ providing customer service helpdesk experience (preferred) REQUIRED SKILLS, & ABILITIES:· Excellent customer service skills on phone are essential.· Ability to work independently and in a team setting is imperative.· Must be able to learn and support new and quickly-changing technologies.· Ability to research solutions or information regarding technical issues.· This position requires handling confidential information in an appropriate manner.· Customer interactions must be handled with diplomacy and tact.· Individual must be able to gauge the customer's technical ability and communicate with them in appropriate technical or non-technical language in a non-condescending manner.· Good work habits under pressure and time management skills.· Excellent verbal and written communication skills to provide effective phone, desk-side, and email support.

Keywords: ASI System Integration, Inc., New York, Help Desk Representative, Other, Port Washington, New York

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