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Help Desk Tier 1 in Orlando, FL at Vaco

Date Posted: 11/27/2018

Job Snapshot

Job Description

Vaco provides expert consulting, permanent placement, executive search and strategic staffing for companies around the world, in the areas of accounting, finance, technology, healthcare, operations, administration and more. As a premier talent solutions firm, Vaco connects people to their dream jobs and helps leading companies find talent to grow their business.

We are currently hiring Help Desk Tier 1 Representatives in the Rochester area.

Job Description:

  • Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies, as well as Course Management Software.
  • Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
  • Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to Tier 2, Tier 3, supervisor or other technical staff.
  • Logs and tracks calls using problem management software (SNOW), and maintains history records and related problem documentation.
  • Prepares standard statistical reports, such as help desk incident reports.

The requirements are as follows:

  • Prior technical experience or education
  • Customer Service experience (desired)
  • Ability to type 35+ WPM
  • Ability to score 90%+ on the technical assessment test provided