Help Desk Technician - Philadelphia, United States - INGLIS FOUNDATION

INGLIS FOUNDATION
INGLIS FOUNDATION
Verified Company
Philadelphia, United States

3 weeks ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description

Exciting Opportunity:
Help Desk Technician


Location: 2600 Belmont Ave, Philadelphia, PA 19131


Inglis enables people with disabilities - and those who care for them - to achieve their goals and live life to the fullest.

It is essential that all duties are performed with the highest level of integrity, while supporting Inglis Values and Standards of Excellence, ensuring the achievement of competencies and compliance with regulatory agencies


Your Impact:


What You'll Do:


  • Provides excellent customer service by being attentive, respectful, and professional at all times; insures understanding of customer request and followsthrough as promised; acts proactively in identifying and addressing customer concerns, or problems.?
  • Administer client systems accounts, typically as part of the following types of requests: password resets/account lockouts, new hire setups, account changes, and revoking (terminating) access?
  • Log/documents all inquiries reported to the IT Help Desk and ensures required fields and categories are complete with the goal of resolving all Standard User issues on first contact. ?Set expectations with the customer (SLA) and then escalate to next level support as necessary.?
  • Followup on previously reported cases which have been escalated to other support teams to ensure they are being responded to and resolved in a timely manner.??
  • Keep the Help Desk Supervisor and peers informed of trends, significant issues, and unexpected delays to support requests.?
  • Participates in training end users on matters relating to the Inglis Standard User competencies via scheduled or onthefly minisessions. ?May participate in formal sessions such as scheduled classroom or webex training.

What We're Looking For:


  • Must possess excellent customer service, interpersonal and communication skills (written and oral).???
  • Minimum of 18 months experience in a call center or customer service role providing technical support to end users via telephone or remotecontrol capabilities.???
  • Experience with ticket tracking systems including tracking ticket status and due dates, comprehensively documenting tickets, managing ticket priorities, and assigning and escalating tickets.?
  • Ability to respond to both common and complex technical inquiries from customers, clients or internal employees in a timely and thoughtful manner.?
  • Demonstrated ability to work successfully with a diverse group of customers and communicate effectively with all levels of the organization and external vendors.?
  • Professional attitude and work habits and ability to participate in after hours on call rotation
    .

Pay Rate for this Role:
$42k-$50k/ Annually

Join Us:


  • This is your chance to be a part of a team of dedicated staff (including individuals with disabilities) Be part of a team that's not just making a difference but leading the way daily. If you're ready to make a significant impact and lead with passion, we'd love to hear from you.
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