Job Listing Description

Associate I Help Desk

PDS Tech, Inc. is seeking a candidate for the Associate I Help Desk position located in Woodbridge​, NJ. 
Provide first-level remote IT services or assist in the delivery of higher level services to our customers
Properly enter all calls into the helpdesk system.
Associate will be responsible for taking all incoming calls for about (700) "mfp" devices throughout customer organization.
Will try to triage over the phone, and also engage service as necessary.
Use predefined triage processes to troubleshoot and resolve or escalate to the appropriate resource within allowed Service Level Agreement parameters
Ability to use remote desktop applications in order to troubleshoot end user PC related problems
Ability to resolve standard documented problems with minimal assistance 
Take ownership for customer problem resolution 
Possesses working knowledge of customer support business and technology processes: -- Call handling processes, Customer shrink wrap software applications, operating system environment, asset tracking, etc. 
Identify customer-training issues on standard and non-standard products 
Able to contribute to technical discussions with other team members and contributes to the decision making process 
Able to demonstrate good customer service skills 
Able to demonstrate proficiency with Helpdesk tools , Microsoft operating systems, MS Office applications and anti-virus software, communications technology devices 
Able to demonstrate basic hardware and software trouble shooting skills 
Able to demonstrate good problem solving & critical thinking skills 
Able to demonstrate ability to work with minimum supervision 
Able to demonstrate knowledge of all necessary web based tools as it applies to the position (i.e. ProActa, Help desk call tracking applications , etc.) Able to demonstrate willingness to work as a team player 
Able to demonstrate good organizational skills and ability to attend to details 
Ability to travel as required 

0-5 years in a technical customer environment Call Center experience preferred 

Minimum: High School Diploma or equivalent No less than one entry level certification (A+, N+, or OEM vendor certification) 
Job Number: 1710067484
Job Location: Woodbridge, NJ
Duration: 12 months
Input Date: 10/18/2017
Attention: Chris O\'Connor
Address: 50 FOUNDERS PLAZA STE 304
City, State: EAST HARTFORD, CT 06108
Phone: 860/289-2643
800 Phone: 866/636-4723
Fax Phone: 800/556-5284
Website: [

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