What you will be doing:

As a Help Desk Specialist, you will be the first point of contact for administration, staff and faculty from area school districts and intermediate units who are seeking technical assistance for a variety of desktop and network issues. Help Desk Specialists provide technical support over the phone and email, fulfilling required objectives outlined below.

– Primary responsibility is user support and customer service. This position requires being available to users requiring assistance
– Respond to questions from callers and attend to the following objectives (collect caller information, identify the exact problem location, document all case details, provide trouble-shooting within the guidelines of client SLA
– Learn fundamental operations of commonly used software, hardware, and other equipment
– Follow standard Help Desk operating procedures, accurately log incoming requests using the web based system
– Accept general responsibility for the call center and ensure that it is ready for use; stock paper and toner in printers, restart frozen computers, keep area neat and organized, etc.
– Attend all Help Desk training sessions
– Become familiar with available help resources; stay updated on general technology changes or specific district problems
– Become familiar with Questeq policies, services, and staff
– Direct calls to appropriate management and Level II staff as necessary
– Maintain reasonable discipline and decorum in the Help Desk area
– Other duties as assigned by management or Questeq staff

Qualifications: