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3 months ago
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Technical Help Desk II


Atlas Air
Location: Florence, South Carolina
Job type: Permanent
Sector: IT & Communications
Category: Customer Service Jobs
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Overview:

Frontline support. Fields and manages all phone and email inquiries directed to the helpdesk.

Responsibilities:

* Provide phone and desk side technical support to Atlas end users on a variety of issues.
* Provisioning of technical devices, including desktops, laptops, tablets and smart phones.
* Act as a liaison between customers and other internal support staff to assure accurate incident interpretation.
* Maintain communications with customers during the incident resolution process.
* Focus on customer service, quality and follow up.
* Strong desktop support skills to resolve higher level issues.
* Create and maintain open incidents and service requests in ticket tracking system.
* Maintain inventory quality control with internal and vendor asset databases
* 24/7 operation with flexible hours, this is a shift position.
* Develops and maintains positive customer relations.
* Coordinates with team members to ensure all employee requests are handled appropriately and in a timely manner.
* Ability to perform problem diagnosis, analyze data and provide an effective solution.
* Must have excellent communication skills.
* Adds information to existing knowledge base, writes documentation and documents procedures.

Qualifications:

* College degree and/or related work experience
* Strong knowledge of Windows, Mac, iOS and Android Operating systems
* Knowledge of various hardware and software products including Microsoft Office Suite, Exchange Administration, McAfee Antivirus, Microsoft System Center Configuration Manager (SCCM).
* Remote software knowledge using SCCM, Proxy, VPN and Remote Desktop.
* Strong knowledge of wireless devices and technologies, including Wi-Fi, cellular and Bluetooth
* Must be motivated, detail orientated, highly organized and able to handle a variety of tasks and responsibilities in an efficient manner
Overview:

Frontline support. Fields and manages all phone and email inquiries directed to the helpdesk.

Responsibilities:

* Provide phone and desk side technical support to Atlas end users on a variety of issues.
* Provisioning of technical devices, including desktops, laptops, tablets and smart phones.
* Act as a liaison between customers and other internal support staff to assure accurate incident interpretation.
* Maintain communications with customers during the incident resolution process.
* Focus on customer service, quality and follow up.
* Strong desktop support skills to resolve higher level issues.
* Create and maintain open incidents and service requests in ticket tracking system.
* Maintain inventory quality control with internal and vendor asset databases
* 24/7 operation with flexible hours, this is a shift position.
* Develops and maintains positive customer relations.
* Coordinates with team members to ensure all employee requests are handled appropriately and in a timely manner.
* Ability to perform problem diagnosis, analyze data and provide an effective solution.
* Must have excellent communication skills.
* Adds information to existing knowledge base, writes documentation and documents procedures.

Qualifications:

* College degree and/or related work experience
* Strong knowledge of Windows, Mac, iOS and Android Operating systems
* Knowledge of various hardware and software products including Microsoft Office Suite, Exchange Administration, McAfee Antivirus, Microsoft System Center Configuration Manager (SCCM).
* Remote software knowledge using SCCM, Proxy, VPN and Remote Desktop.
* Strong knowledge of wireless devices and technologies, including Wi-Fi, cellular and Bluetooth
* Must be motivated, detail orientated, highly organized and able to handle a variety of tasks and responsibilities in an efficient manner
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