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Remote Helpdesk Technician - technical support - job employment

JobPosting
City: San francisco bay area
Date: 15 May 2018
Category: Technical Support

We are looking to hire a remote helpdesk technicians in San Jose / Santa Clara area for our Managed IT Services service desk department.

Since this is a entry level position this will be ideal for a student technician or someone looking to supplement their income.

Our company is focus on providing Information Technology and Security management for medical and dental industry and experience in practice management systems and industry hardware such as x-ray sensors is a plus but not required.

Also experience in ticket management system such as Autotask is a plus.

Experience with TeamViewer professional not TeamViewer free, Logmein Pro and Remote Desktop is a must.

As a Service Desk Technician you will be able to:

• Respond quickly to all incident issues by answering all calls during business hours.
• Efficiently probe to understand the callers issue and quickly resolve or escalate the issue
• Handle multiple calls at a time when calls are queued or tickets need to be followed up on.
• Take personal accountability for each incident and service requests.
• Actively contribute to meeting the department's shared goals.
• Clearly document all issues according to ticket logging and problem management requirements.
• Diagnose, research, classify, resolve, and assign technical and procedural issues as outlined in.
• Maintain customer service skills and focus while taking calls.
• Provide quality customer service through communication, composure, empathy, helpfulness, and flexibility.
• Communicate effectively in a manner that is easy to understand and non-technical.
• Remain cool under pressure and effectively handle stress, change, and uncertainty.
• Understand the business impact of issues a client reports, have a genuine concern for their situation and act appropriately.
• Identify and report improvements by documentation update process

Requirements:

• Passion for customer service and resolving issues
• At least 1 year of Help Desk or equivalent job experience.
• Proven ability to troubleshoot and resolve technical and procedural issues.
• Strong verbal and written communication skills.
• Ability to react quickly and professionally in stressful situations
• Must be able to follow directions.
• Must be driven, determined and self-motivated.
• Capable of learning both technical and procedural components of the business.

Please submit resumes and cover letter via craigslist.
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