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Helpdesk Tier 1 in Lake Mary Florida at Vaco

Date Posted: 11/22/2017

Job Snapshot

Job Description

  • Answers, evaluates, and prioritizes incoming telephone requests for assistance from customers experiencing problems with hardware, software, networking, other computer-related technologies, and Course Management Software.
  • Handles problem recognition, research, isolation and resolution of routine customer problems, referring more complex problems to documented escalation paths.
  • Logs and tracks calls using problem management software (SNOW), and maintains history records and related problem documentation. Responsible for staying current on email, and adhering to assigned schedules.

Skills Required

  • Excellent Communication Skills including 30 WPM tying ability.
    • Trouble-shooting skills
    • Microsoft Operating Systems and Applications
    • Hardware/Software support experience
    • Previous Technical Help Desk/ Technical Call Center experience
    • Experience at institutions of Higher Education
    • LMS Application knowledge (Blackboard, Canvas, Sakai, Moodle)