Sr. Help Desk Representative

POSITION PURPOSE

The Senior Service Desk Representative role is responsible for providing essential support for information technologies at Liberator Medical. Support is facilitated by the Senior Service Desk Representative via phone, e-mail, chat and side by side instruction or support. This role works in a dynamic, fast-paced call center environment and is responsible for providing direct support for Liberator's staff as they use information technologies to advance the business unit goals and mission.

PRIMARY DUTIES AND RESPONSIBILITIES

• Customer Service:
  • a. Ensure customer satisfaction in every step of problem resolution.
  • b. Investigate and use a knowledgebase to find the correct solution.
  • c. Keep support services running smoothly and efficiently.
• Computing Information and Referral:
  • a. Provide general information about computing services at Liberator.
  • b. Recognize and refer questions beyond the scope of IT services.
• Problem Resolution:
  • a. Work directly with customers to resolve their problems accessing Liberator networked services.
  • b. Work in specialized teams for Windows computing.
• Training:
  • a. Acquire and maintain a working knowledge of a wide range of applications and services.
  • b. Attend regular meetings and training activities.

ANCILLARY DUTIES AND RESPONSIBILITIES

• Performs other duties and tasks as assigned or directed

REPORTING RELATIONSHIP RESPONSIBILITIES

• _X_ No supervisory responsibilities
• ___Provides work direction only
• __Provides work direction plus has responsibility for hiring, promotions, transfers, performance management, discipline, and discharge.

MINIMUM REQUIREMENTS OR QUALIFICATIONS

• a. High School Diploma or equivalent Information Technology training or degree in related field and/or 1 year IT work experience.
• b. Past work experience in a high-traffic customer service setting.
• c. Excellent verbal and written communication skills.
• d. Knowledge of commonly used concepts, practices, and procedures for end user technical support.
• e. Strong customer service experience.
• f. Excellent phone etiquette.
• g. Strong problem solving and research skills.
• h. Experience using Microsoft application and cloud services.
• i. Functional knowledge of Windows computing.

PHYSICAL DEMANDS

• While performing the duties of this job, the employee is frequently required to reach, kneel, bend, stand, walk, sit; use hands to finger, handle, or feel and talk or hear.
• The employee is occasionally required to lift and/or move up to 45 lbs.

WORK ENVIRONMENT

• While performing the duties of this position, the employee performs tasks in a temperature controlled office environment under normal office conditions.
• The noise level in the work environment is usually moderate.
• The work environment involves minimal exposure to hazards or physical risks, which require following basic safety precautions.