Senior Associate Help Desk Technician
Posted on: January 16, 2022
Gainwell Technologies LLC
Summary Provides level 1 technical support to users for
computer-related technical problems on assigned account(s).
Provides back-up assistance on other accounts as needed.
Job Description Essential Job Functions
Answers help desk telephones for assigned account(s) and responds
to customer inquiries to ensure customer needs are met.
Assists customers in resolving technical problems on assigned by
providing guidance regarding software and hardware problems.
Resolves and/or refers more complex technical problems through a
defined escalation process.
Follows up with customers to ensure that their inquiries are
resolved within the contracted or agreed upon time frame.
Logs and tracks inquiries using a problem management database and
maintains history records and related problem documentation.
Identifies, evaluates, and prioritizes customer problems and
complaints to ensure that inquiries are resolved appropriately.
High school diploma or G.E.D.
One or more years of technical training in computer support
Two or more years of technical or customer support experience
Experience working with company products and operating systems
Experience with solving computer related problems
Experience working with company escalation policy
Interpersonal skills to interact with customers and team
Good communication skills
Organization skills to balance and prioritize work
Analytical and problem solving skills
Ability to work in a team environment
Office environment Temporarily working from home
May require shift work
Temporarily Basic Needs
Ability to work from home
Keywords: Gainwell, Roseville , Senior Associate Help Desk Technician, Professions , Roseville, California
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