Help Desk Agent at Inspiritec

Position Description

TITLE:

Help Desk Agent

MANAGER: Help Desk Manager GENERAL FUNCTION: Position involves Level 1 Service Desk Support of all users of the PA Child Support Enforcement System (PASCES) and Home and Community Services Information System (HCSIS)ESSENTIAL DUTIES & RESPONSIBILITIES:

Answer incoming customer inquiries via telephone, email and/or web concerning PACSES and HCSIS application issues.

Interface extensively with end users, peers, computer technicians and other Information Technology personnel for the resolution or escalation of application related problems.

Assist with all aspects of technical support.

Play an occasional contributing role on projects of low to moderate degrees of complexity.

Maintain accurate records and call logs for management reporting.

As needed, instruct end users in the appropriate use of equipment, software, and/or reference materials.

Assume additional responsibilities as assigned.

SUPERVISORY RESPONSIBILITIES: noneMINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

Must have prior experience in providing help desk desk services or related education and/or experience

Must have strong customer service skills

Must be able to able to communicate effectively, and can understand and is easily understood in both verbal and written communication

Must be able to translate technical terms into non-technical terms / explanations easily understood by most office workers

Ability to work in a team environment, presenting a professional image and commanding the respect of staff and peers.

Requires strong initiative, detail orientation, ability to interpret problems and decisive decision-making skills.

WORKING CONDITIONS:

Normal office environment with little exposure to dust, noise, temperature, and the like

Extended viewing of computer screens

Position requires the ability to work various hours Monday through Friday 7:30am-5:00pm

EEO/disability/vets 17.31 To 17.31 (USD) Hourly

Life at Inspiritec

InspiriTec exists to enable people with disabilities and other disadvantages to gain skills and a job in Information Technology (IT) professions. \r \r In support of the mission, InspiriTec operates its own commercial IT firm which provides core technology and resources back into training programs, and which often serves as a competitive and supportive work environment for graduates. This entrepreneurial approach to operating a charitable organization ensures that InspiriTec â??practices what it teaches.â?? In employing people with disabilities as programmers, network engineers, customer service representatives, and project managers, InspiriTec provides Call Center Services, software development, web page design and development, and network integration services.

Thrive Here & What We Value

Friendly and supportive environment

Opportunities for career growth and advancement

Competitive pay and benefits package

Recognition and rewards for outstanding performance

Commitment to giving back to the community

Customer service oriented

Collaborative and team-oriented environment

Emphasis on continuous learning and development

Veteran, Military Spouse, and People with Disabilities Friendly Employer

Help Desk Agent

Position Description

TITLE:

Life at Inspiritec

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