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For your reference, we have included the original job posting below.
Help Desk Technician Sr Associate
Job Number:
26374611
Company Name:
CSC
Job Location:
CHANTILLY, VA US
Job Category:
Information Technology
Help Desk Technician Sr Associate
Title: Help Desk Technician Sr Associate Location: VA: VIRGINIA-CHANTILLY
Essential Job Functions
* Answers help desk telephones for account(s) and responds to complex customer inquiries to ensure customer needs are met.
* Assists the customer in resolving highly complex technical problems on a primary account by providing guidance regarding software and hardware problems.
* Oversees follow ups with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame.
* 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 successfully resolved. Recommends changes to policies and procedure to streamline operations.
* Analyzes and evaluates inquiry/problem reports and makes recommendations to reduce help desk call rates.
* Provides leadership and work guidance to less experienced personnel.
Basic Qualifications
* High school diploma
* Two or more years of technical training
* Eight or more years of technical or customer support experience
* Experience working with company products and operating systems
* Experience with solving computer-related problems
* Experience working with company escalation policy
Other Qualifications
* Strong interpersonal skills for interacting with team members and clients
* Strong communication skills
* Strong organization and time management skills
* Strong analytical and problem solving skills
* Strong leadership skills to guide and mentor the work of less experienced personnel
