Help Desk Agent

**Essential Job Functions**
- Answers help desk telephones and responds to basic customer inquiries to ensure customer needs are met.
- Assists customers in resolving basic technical problems by providing scripted guidance regarding software and hardware problems. Resolves and/or refers more complex technical problems through a defined escalation process.
- 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.
- LI-DNI

**Basic Qualifications**
- High school diploma or G.E.D.
- One or more years of technical training in computer support preferred
- Zero or more years of technical or customer support experience
- Experience working with company products and operating systems
- Experience with solving computer-related problems
- Experience with company escalation policy

**Other Qualifications**
- Interpersonal skills to interact with customers and team members
- Communications 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