Help Desk/Tech Support

Company Name:
Koch Davis
Help desk technician on a functional support desk, assisting users of the SLDCADA application. Answers help desk telephones for assigned account(s) and responds to customer inquiries to ensure customer needs are met. Assists customers in resolving technical problems on assigned by providing guidance regarding software and hardware problems. Resolves and/or refers more complex technical problems through a defined escalation process. Follows up with customers to ensure that their 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 resolved appropriately.
One or more years of technical training in computer support. Two 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. Interpersonal skills to interact with customers and team members. Good communication skills. Organization skills to balance and prioritize work. Analytical and problem solving skills. Ability to work in a team environment.
High school diploma or G.E.D.
This multinational corporation provides information technology and professional services.

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