Help Desk Support Representative

The primary focal point for all IT related request and problems from within the organization. Utilize Helpdesk application software to log, dispatch, monitor and follow-up on end user request and issues. Answer incoming Helpdesk calls and create Helpdesk requests or route call to the appropriate IT resource. Support end users in all aspects of technology related issues.

Essential Functions:

• Verbal and written communication skills with end-users is a requirement of this position. The ability to accurately understand and convey end users requests or problems is key.

• Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistance from end-users experiencing problems with hardware, software, Telephone, networking, and other computer-related technologies.

• Handle problem recognition, research, isolation, resolution, dispatch and follow-up for routine end user problems, escalating more complex problems and/or issues to the manager and/or information technology staff.

• Enter requests into the Technology Support System, including detailed and concise information.

• Prepare Helpdesk reports at the end of each day.

• Manage the Helpdesk voice mail box.

• Monitor helpdesk operations and escalate help-tickets to ensure client's problems are handled as expeditiously as possible

• Familiarity with Personal Computers. This includes knowledge of common application programs (Microsoft Office Professional suite, Adobe applications, Internet Explorer, Outlook). Ability to analyze and solve problems is required.

• Knowledge of MiTel IP Telephone stations is a plus.

• Past experience supporting Maestro PMS, InfoGenesis is a plus.

• Willing to work rotating weekends and holidays.

Qualifications:

• High school diploma or other graduate certificate

• At least one year of prior experience in a corporate help desk support environment is preferred.

• Excellent verbal and written communication skills

Enjoy Crystal Springs Employee Perks!

• Discounted Minerals Sports Club Membership

• 30% Dining/Retail Discount

• 30% Spa Discount

• Discounted Stays at the Hotels

• Discounted admission to Events & Festivals

• Complimentary Golf