Help Desk Analyst I (External Support)

Job Description

REQUIREMENTS

• 2 years of customer service experience strongly preferred.
• Knowledge and use of SD tools strongly preferred.
• Technical knowledge of personal computer hardware and software, networking; telecommunications, applications, and/or configuration management strongly preferred.
• Requires an AA/AS degree in Information Technology, Computer Science or related field of study and minimum 1 year experience with personal computers, computer networking, telecommunications or configuration management troubleshooting experience; or any combination of education and experience, which would provide an equivalent background.

RESPONSIBILITIES

• Handles basic technical problems via the telephone and resolves first line customer issues.
• Logs and manages calls while utilizing the correct procedures.
• Handles specialized functions including fulfillment and special projects.
• Make appropriate and timely referrals of any requests that cannot be immediately resolved.

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