Advantage Tech is looking for a Helpdesk Support Person.
Brief Description of Job Duties:
The purpose of this role is to provide computer system support to field users as it relates to the various systems used to provide services for clients. Frequent contact with administrative, technical, program and field staff within the agency along with technical support staff within other agencies and contractors. Contacts are in person, by telephone, or email.
This is technical and specialized work where the responsibilities include but are not limited to, user support and customer service which includes responding to ServiceNow ticket system, and email inquiries from field workers, supervisors, managers and administration personnel as it relates to the computer systems.
End User Support
Includes automated system functional problems, general and technical questions about system usage and miscellaneous contacts that may or may not pertain to Help Desk supported systems. Even though a Help Desk specialist may specialize in a particular system, the expectation is to coordinate the resolution of all field staff inquiries. This may require coordination with the appropriate system specialist inside or outside as well as being the liaison between the business, and the customer. Follows standard Help Desk operating procedures such as accurately logging all Help Desk incidents using the tracking software. Responds to inquiries in a timely manner. Escalates issues to the appropriate team as needed.
Reviews and distributes communication sent to Messenger for content and makes changes as needed. Determines which part of the organization will need the communication and sends via email as needed.
Advantage Tech is proud to be recognized as Kansas City Business Journal’s #1 locally owned IT staffing firm. We are passionate about delivering world-class service and value to our clients.
Please visit www.advantagetech.net to learn more about our culture, benefits and career opportunities.