Title: Helpdesk Support – Level 2 Location: Atlanta, GA - 30346 (Remote until COVID Situation stabilizes) Duration: 12 months+ Years of Experience: level 2 Right to hire: Yes Job Description:
The helpdesk resource will provide technical support and resolve all incoming calls/issues from clients. This resource will also work with vendors and other SME's to identify and resolve complex client issues.
The resource will be located in Atlanta (2 Ravinia Drive), providing local support and issue escalation.
Daily Tasks:
Provides remote technical support for a functional help desk.
Responsible for resolving all incoming calls delivered to the helpdesk and managing escalated cases. Responds to a variety of technical issues from incoming calls or cases escalated by other help desk staff. Provides technical guidance and consults with vendors and other systems support units to identify and resolve complex client problems.
Alerts clients and team members when a major problem is suspected.
Performs recovery testing to confirm availability of systems where outages have occurred.
Documents and tracks status of client inquiries, coordinates appropriate response and follows up to ensure client satisfaction.
Participates in the analysis of client identified issues or problems which may require changes to department procedures, standards or systems.
Evaluates effectiveness of new utilities and tools.
Performs related duties as assigned or requested.
Qualifications:
Strong customer service skills.
Great verbal & written communication.
Proven experience in technical support.
Established experience in diagnosing and resolving technical problems.
