CRI Advantage, Inc. Idaho Falls , ID 83401
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.
Reports issues that are not in Knowledge Base Articles (KBAs), documents solutions, and drafts new KBAs for approval.
Supervisor provides daily supervision, monitors incident status and performance, reviews and coaches weekly.
Technical supervision provided by senior level team members.
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.
Minimum Job Requirements
Education and experience
Associate Degree or 2 years related experience.