Responsibilities

• Respond to all Service Desk inquiries. (Telephone, e-mail, walk-up).
• Meets all service level agreements for response times.
• Document and log all requests for technology assistance.
• Triage and prioritize service requests.
• Track, monitor, and close all service tickets.
• Troubleshoot hardware and software for Wilco/HGO staff.
• Troubleshoot computer and printing errors.
• Administer user accounts as defined by the access matrix.
• Participate in evening and weekend on-call support rotation.

Special Skills & Training

• Active A+ certification.
• IT Certifications are preferred but not required.
• A 2-year degree is preferred but not required.
• 2+ years of Customer Service Experience.
• Ability to communicate clearly when working with customers.
• Strong Problem Solving Skills.
• Be Proactive in addressing or escalating issues.
• Demonstrates patience by listening to and handling customer requests.
• Strong time management skills.
• Ability to succeed in a fast-paced working environment.
• Willingness to learn and adopt technical concepts and skills.
• Familiar with Microsoft Word, Outlook, and Excel.
• Familiar with Microsoft Windows 10 or 11 operating system.
• Technical background preferred via formal education, prior position, or self-taught.
• Good verbal and written communication skills.
• Good organizational skills and prioritization skills.

Physical Requirements

• Must be able to lift up to 30 pounds.

Last updated: May 14, 2025 @ 16:05:06