It/Operations Help Desk Representative

CRI Advantage, Inc. Idaho Falls , ID 83401

Posted 3 weeks ago

Job Description

CRI is looking for an IT/Operations Help Desk Representative to provide remote support, on an as-needed basis, to diagnose and resolve problems with computer hardware/software, and peripherals at the desktop/laptop level. This function also includes support of network and desktop printers. Representatives are required to have appropriate telephone etiquette skills and strong customer service focus.

Required Skills

Technologies

  • Microsoft Windows operating systems and products (required)
  • Linux platforms (desired)
  • Experience supporting Macintosh hardware and software (desired)

Duties

General Duties

  • Operates computers to assist customers in resolving common software and hardware operating problems by either resolving or referring to other technical contributors.
  • Uses standard written procedures, scripts, and knowledgebase articles to resolve.
  • Resolves undocumented issues under direction of, and with the assistance of, mentor and senior representatives.

Knowledge Management

Reports issues that are not in Knowledge Base Articles (KBAs), documents solutions, and drafts new KBAs for approval.

Supervision

Direct supervision

Supervisor provides daily supervision, monitors incident status and performance, reviews and coaches weekly.

Technical supervision

Technical supervision provided by senior level team members.

Additional monitoring

Shadows senior level team members.

Mentor assigned to advise and assist with policy, procedure, and technical requirements.

Tickets and resolutions are reviewed by senior member and/or Supervisor Lead frequently.

Required Experience

Minimum Job Requirements

Education and experience

Associate Degree or 2 years related experience.

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It/Operations Help Desk Representative

CRI Advantage, Inc.