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Description
Title:
Help Desk Specialist
FLSA Classification:
Non-Exempt
Date Modified:
January 2022
Reports to:
Director of Mobility Services
Job Description
Summary/objective
The Help Desk Specialist will be part of a team that is able to deal with End Users who have little experience navigating websites and placing orders. The position provides assistance with ordering, troubleshooting and setting up mobile phones for End Users remotely.
Essential functions
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
Provides first contact and ordering assistance to customers placing an order for a Mobile Device.
Works through issues submitted via calls, emails, and ticket requests.
Guides the End User through creation of the order and works through ticket to completion
Documents the steps taken for ticket resolution.
Other duties as directed.
Supervisory Responsibilities
No formal supervisory responsibilities.
Work environment
Flexible work environment with core business hours.
Physical demands
Prolonged periods sitting at a desk and working on a computer.
Travel required
No Travel required.
Affirmative Action/EEO statement
It is the policy of AMI Strategies to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information, or any other protected characteristic under applicable law.
Requirements
Required education and experience
Proficient with MS Office products (Excel, Office and Word)
Attention to detail
Task and schedule driven.
Ability to work in a team
Communicate with technical and non-technical audiences.
Experience with iOS and Android cellular devices and support of iOS and Android device.
Ability to multi-task and switch between different communication channels quickly and efficiently.
Previous help desk/customer service experience.