The company I work for is hiring for our helpdesk again (we have a very low turnover rate, but we have a lot of people who advance FROM the helpdesk to other roles, hence why this is the second or third time I'm posting this).
I am the supervisor, and the manager is a VERY good guy to work/with for. The office is ABOVE union station, which makes a Metra commute painless.
Shoot me your resume if you are interested @ [email protected].
Department: Customer Support, Credentialing Systems
Job Title: Help Desk Analyst
Reports To: Credentialing Support Manager
Status: Non-Exempt
Overall Responsibilities:
• Troubleshoot and resolve customer problems following standard Morrisey guidelines, including any contracted obligations within expected timeframes
• Answer customer questions and inquiries in a timely and courteous manner
• Record all tickets and progress notes in Issues ticketing database
• Deliver fixes and customizations as required
• Assist with upgrades and installations of Morrisey products, when required
Education/Experience
Required:
• Bachelor’s degree or equivalent technical training and /or certifications
• At least one year experience providing Help Desk support (preferred)
• Familiarity with Morrisey products (preferred)
Key Skills, Knowledge,
Abilities essential to the position:
• Demonstrable experience with relational databases including SQL Server, Oracle, and Microsoft Access
• Demonstrable experience with SQL Enterprise Manager and Oracle database administration tools
• Working knowledge of Crystal Reports, Crystal Enterprise
• Working knowledge of all supported versions of Microsoft Office
• Working knowledge of Windows OS platforms: 2000, XP, Vista, Windows 7 and Microsoft Server 2003 and Microsoft Server 2008
• Working knowledge of Networking issues, Active Directory and user/group authentication methods
• Familiarity with web-based applications, IIS, .Net, HTML
• Familiarity with various VPN products, remote desktop to conduct remote support
• Effective written and verbal communication and interpersonal skills
• Effective task management and follow-up skills
Chief Tasks and
Activities:
General Help Desk Activities
• Prioritize and respond to assigned tickets
• Answer calls directly from the phone
• Respond to customer emails
• Troubleshoot technical and general problems
• Remotely connect to customer’s servers and workstations to resolve issues
• Enter and track all calls using ticketing system
• Assist customers with general inquiries
• Obtain backup assistance when necessary
• Interact with Developer on Secondary Support tickets in MCM
• Troubleshoot and at times develop Crystal Reports
Deliver Fixes and Customizations
• Coordinate delivery instructions with Developer
• Coordinate delivery schedule with customers
• Coordinate remote connection
• Deliver fix or customization and notify developer or enter into MCM upon completion
Assist with Customer Upgrades
• Assist customer to obtain upgrade files/documentation
• Schedule upgrade date with customer
• Answer questions concerning upgrade process
• Assist with Test and Production upgrades
• Troubleshoot and resolve post-upgrade issues
I am the supervisor, and the manager is a VERY good guy to work/with for. The office is ABOVE union station, which makes a Metra commute painless.
Shoot me your resume if you are interested @ [email protected].
Department: Customer Support, Credentialing Systems
Job Title: Help Desk Analyst
Reports To: Credentialing Support Manager
Status: Non-Exempt
Overall Responsibilities:
• Troubleshoot and resolve customer problems following standard Morrisey guidelines, including any contracted obligations within expected timeframes
• Answer customer questions and inquiries in a timely and courteous manner
• Record all tickets and progress notes in Issues ticketing database
• Deliver fixes and customizations as required
• Assist with upgrades and installations of Morrisey products, when required
Education/Experience
Required:
• Bachelor’s degree or equivalent technical training and /or certifications
• At least one year experience providing Help Desk support (preferred)
• Familiarity with Morrisey products (preferred)
Key Skills, Knowledge,
Abilities essential to the position:
• Demonstrable experience with relational databases including SQL Server, Oracle, and Microsoft Access
• Demonstrable experience with SQL Enterprise Manager and Oracle database administration tools
• Working knowledge of Crystal Reports, Crystal Enterprise
• Working knowledge of all supported versions of Microsoft Office
• Working knowledge of Windows OS platforms: 2000, XP, Vista, Windows 7 and Microsoft Server 2003 and Microsoft Server 2008
• Working knowledge of Networking issues, Active Directory and user/group authentication methods
• Familiarity with web-based applications, IIS, .Net, HTML
• Familiarity with various VPN products, remote desktop to conduct remote support
• Effective written and verbal communication and interpersonal skills
• Effective task management and follow-up skills
Chief Tasks and
Activities:
General Help Desk Activities
• Prioritize and respond to assigned tickets
• Answer calls directly from the phone
• Respond to customer emails
• Troubleshoot technical and general problems
• Remotely connect to customer’s servers and workstations to resolve issues
• Enter and track all calls using ticketing system
• Assist customers with general inquiries
• Obtain backup assistance when necessary
• Interact with Developer on Secondary Support tickets in MCM
• Troubleshoot and at times develop Crystal Reports
Deliver Fixes and Customizations
• Coordinate delivery instructions with Developer
• Coordinate delivery schedule with customers
• Coordinate remote connection
• Deliver fix or customization and notify developer or enter into MCM upon completion
Assist with Customer Upgrades
• Assist customer to obtain upgrade files/documentation
• Schedule upgrade date with customer
• Answer questions concerning upgrade process
• Assist with Test and Production upgrades
• Troubleshoot and resolve post-upgrade issues
Last edited:
.
.
