Posting Date

Provides first-line assistance with a customer service orientation to both local and offsite employees/customers with technical problems and requests, including connectivity, access, computer hardware, printers, cell phones, operating systems and software application functions. Maintains company standards and exceeds client expectations.

Responsibilities and duties

  1. Field, diagnose, and troubleshoot incoming customer requests and issues via the phone and email.
  2. Provide timely completion of requests and resolution of problems or escalation of those that cannot be handled directly to appropriate technical personnel.
  3. Follow documented operating procedures and customer service guidelines for Help Desk support.
  4. Receive, process and respond to Service Desk tickets received from ticketing system.
  5. Effectively troubleshoot and solve desktop hardware and software issues.
  6. Provide support and troubleshooting for Everence employees/customers’ requests while establishing issue priorities and expediting resolutions.
  7. Flexible to respond to multiple requests being sent simultaneously.
  8. Provide support for Microsoft Office products, Windows environments and various other software needs.
  9. Assist with client machine setups and user profile configurations, upgrades, etc.

Qualifications

Education: Associate’s degree or higher required.

Experience, skills and abilities:

  1. Highly relational.
  2. Microsoft Windows and Microsoft Office Suite experience required.
  3. Exceptional customer service, including being courteous and respectful.
  4. Strong communication and documentation skills.
  5. Ability to mentor/teach others, adapting to their respective levels of skill/knowledge.
  6. Apple iPhone and OS experience a plus.
  7. Committed to continuous learning and growth.
  8. Highly organized, disciplined in time management and setting priorities.
  9. Ability to identify and solve problems effectively.
  10. Able to pick up technical concepts quickly.

Supervisory responsibilities: None

Schedule: Full time

Location: Goshen, Indiana

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