Help Desk Specialist-Work At Home

[tam2005]

Job Description
VIPdesk is the innovative provider of high touch virtual contact center and loyalty solutions for companies committed to the retention and growth of their high-value customers. VIPdesk specializes in delivering VIP Concierge Programs, Customer Connect – virtual contact center solutions, and Reward Redemption Services for national brand leaders in the travel, auto, financial services, and retail industries.

VIPdesk is seeking a Help Desk Specialist to support our headquarter-based team members, home-based team members, and independent contractors. This position requires 24/7/365 on call availability for when issues adversely affect core business functionality. Remote access to mission critical business applications is required.

This is a temporary, full-time home-based position. The schedule is TBD.
Essential Duties and Responsibilities include the following. Other duties may be assigned.

Provide technical support and guidance for all end-user workstations and business applications
Troubleshoot end-user hardware, software, and networking problems in a Windows environment
Identify, research, and resolve technical problems
Respond to telephone calls, email, and personnel requests for technical support

Work and communicate directly with end users and the Operations and Technology Teams to identify and resolve application problems
Document, track, and monitor the status of a problem to ensure a timely resolution
Verify with the end users that problems are resolved
Escalate unresolved end-user problems as appropriate
Monitor system status and report anomalies
Actively contribute to ongoing process improvement
Install and configure workstation software
Contribute to large-scale projects as needed.

Qualifications:
Professional technical degree and relevant technology experience or a Bachelors degree in a technical area such as Computer Science is preferred; High School Diploma, GED or equivalent may be substituted given related experience
Minimum of 1 year of hands-on technical experience
Working knowledge of Microsoft Windows operating system and applications
Willing to provide emergency coverage in a mission critical 24/7/365 environment as needed
Ability to perform multiple tasks and work on multiple projects with minimal supervision
Superior customer service skills
Excellent verbal and written communication skills
Strong technical, analytical, and organizational skills
Strong sense of urgency, strong sense of ownership, high energy, and team player
Self-motivated (proactive) and able to work independently
Practical experience with call center operations, a plus
Practical experience with Interactive Intelligence’s Customer Interaction Center or Astute’s ePowerCenter, a plus
Able to successfully pass a credit, criminal and employment reference security check.

Interested applicants should electronically submit a cover letter and resume, along with salary requirements via our website www.vipdesk.com