Sr Help Desk Technician - Lenexa, KS

  • DXC Technology
  • Lenexa, KS, USA
  • May 18, 2018
Full time

Job Description


Job Description:

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.

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.

Basic Qualifications

  • High school diploma or G.E.D.
  • One or more years of technical training in computer support preferred
  • 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

Other Qualifications

  • Interpersonal skills to interact with customers and team members
  • Good communication skills
  • Organization skills to balance and prioritize work
  • Analytical and problem solving skills
  • Ability to work in a team environment

Work Environment

  • Office environment
  • May require shift work