Financial Systems Support Specialist
Gordon Rees Scully Mansukhani, LLP
SQL
Help Desk Analyst 1
NOVALINK SOLUTIONS LLC
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
Tech Stack
iOSNode.js
About the role
- Provide technical assistance to internal and external customers for tier one issues.
- Handle a high volume of calls in a call center environment focused on customer service.
- Troubleshoot hardware, software, and connectivity issues.
- Escalate tickets to second-tier support, vendors, and Senior level management.
- Open and monitor tickets with various vendors and manage ticket queues.
- Provide external support including website support, password resets, online account management, and provisioning of mobile driver's licenses.
- Oversee the daily performance of computer systems and applications.
- Confer with users or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
Requirements
- 2+ years' experience handling customers, questions, complaints, and/or providing information in an IT call center environment.
- 2+ years' experience performing as Helpdesk Technician with hands on knowledge in resolving issues with Outlook, MS Office, Win 7 and 10.
- Experience with Active Directory.
- Vocational/Technical degree in computer applications, computer technology or a closely related area from an accredited college.
- Knowledge of Apple iOS.
- Bilingual - Spanish highly desired.
- IT Help Desk Call Center experience.
- Monitor ticket queues, assign and escalate tickets until resolved.
- Install and perform minor repairs to hardware, software, or peripheral equipment.
- Answer user inquiries regarding computer software or hardware operation to resolve problems.
