Junior Computer User Support Specialist
Responsibilities
Respond immediately to users requesting assistance by telephone or email, and record and validate customer's contact information.Ensure technical problems are clearly defined with a precise description of the problem being encountered; technical terms spelled out, so they can be easily understood by either functional/technical analysts or business process owners who may be called upon to investigate the problem.Provide password resets.Perform initial system diagnosis and resolution or reassign to appropriate Salesforce queue for resolution.Track Salesforce tickets to resolution and notifying user when resolved.Record problem resolution and receive confirmation from customer of resolution.Supporting the customer with data analysis regarding trends and possible enhancements gathered through standard help desk call operations.Provide continuous improvement and enhancements to the customer’s technical support process.
Employees will be responsible to create a suitable work environment in their home or other secure area for work purposes.
Qualifications
High School DiplomaITIL 4 Certification Desired0 to 4 yearsDetail OrientedAbility to accurately follow procedures and instructionHelp Desk Operations: performing Call Tracking, Documentation, and Service RequestsInternet Explorer: Deep familiarity with Active X Control, Browser Connectivity Settings, Metro and Desktop Browsers, Privacy Settings, Security ZonesMicrosoft Office: Creating File Security, Read Only / Files from untrusted location, Troubleshooting Outlook Problems
Bilingual speaking (Spanish) is a bonusPublic Trust
Pay Range
USD $24.50 - USD $24.50 /Hr.EEO
PCI Federal Services (PCIFS) is an equal-opportunity employer. PCIFS does not discriminate on the basis of age, sex, race, national origin, religion, marital status, sexual orientation or identity, Veterans or Disability status.
Preference may be extended to qualified Native American Indian candidates
in accordance with applicable federal law.
Average salary estimate
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