IT Help Desk Agent – Level II

Roles and Responsibilities:

Ticket/Issue Escalations for assigned call center.
Accurately process and record call transactions using a computer and designated tracking software
Assist with last-minute coverage needs.
Review customer’s information and determine the issue by evaluating and analyzing the symptoms.
Deliver service and support to end-users, including via remote connection or over the Internet.
Research required information using available resources.
Follow standard processes and procedures.
Follow up and make scheduled call backs to customers where necessary.
Stay current with email, team chats, system information, changes, and updates.
Follows proper escalation procedures as defined by management.
Ensure customers receive prompt, accurate and courteous service.

Education and Experience:

2-5 years of experience in the Information Technology and/or Call Center field preferred
2-year Associates degree or equivalent experience is desired.

Required Skills and Abilities:

Proper phone etiquette and effective listening skills
Ability to speak and write clearly and accurately with demonstrated proficiency in typing and grammar.
Knowledge of customer service principles and practices (ITIL training a plus)
Medical/clinical terminology is preferred, but not required.
Must be able to sit for long periods of time.
Experience supporting software computer applications and equipment from a remote helpdesk environment.
Experience with mobile device support (iPhone and Android)
Must be a team player and build good working relationships across all functions of the company.
Must have a strong personal drive for delivering great customer service, and thrive in a fast-paced, high-energy environment with a proactive focus.
Experience maintaining and troubleshooting all versions of Microsoft Windows operating system.
Need to be flexible, adaptable, and possess creative problem-solving skills.

Travel Requirements:

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