Integrated Design, Inc. (IDI) seeks a full-time Helpdesk Triage Associate to join our team in Ann Arbor, Michigan. Are you able to remain calm in a fast-paced environment? Do you enjoy being on the front line helping customers open a support case? Then our Helpdesk Triage Associate position is perfect for a supportive, detail-oriented person like you!
The Helpdesk Triage Associate provides front line service to resellers and end-users on a variety of issues and IDI products. This includes responding to telephone calls, email, and any external requests for technical support. The Helpdesk role is critical in providing a high-quality product and exceptional client service.
RESPONSIBILITIES OF THE HELPDESK TRIAGE ASSOCIATE.
Manage Inbound Support Requests
- Serve as the primary contact for the daily servicing of inbound emails & calls from end users/resellers.
- Provide consistent, sensitive assistance to callers; provide clear communications concerning escalated cases to Manager of Support.
- Complete case information in a timely and accurate manner.
- Identify source & destination systems, enter a clear explanation of issue & call to action (e.g. request files, examples, site archive, etc.).
- Ownership of the case is required the moment it is answered and continues until requested information arrives. This includes timely follow-up of open requests and quick turnover into the support queue for resolution.
- Explain process and procedure to ensure person requesting assistance clearly understands next steps.
- Proactively escalate noticeable trends to the Manager of Support (e.g. multiple reports of the same errors or pattern of similar errors).
Perform Tier 1 Technical Support Tasks
- Provide full installs; reset user passwords; download files from our secure portal.
Monitor Automated/Scheduled tasks
- Receive notifications when a scheduled task fails or has warnings.
- Proactively reach out to clients to alert them to possible scheduled task issues.
- Monitor scheduled jobs and identify any performance trends.
COMPENSATION/BENEFITS. Starting salary of $35,000 annually, based on your knowledge and experience, in addition to a comprehensive benefit package including medical, dental, prescription drug and flexible spending account; 401K retirement plan; paid holidays, paid vacation and paid sick time.
WHAT YOU NEED TO BE SUCCESSFUL AS OUR HELPDESK TRIAGE ASSOCIATE.
- The ability to project a calm, confident, concerned image to all clients.
- Willingness and desire to learn technical knowledge and additional skills.
- Ability to be in the office Monday through Friday 8:30am – 5:30pm; no telecommuting.
- Associates degree in Computer Science or related field a bonus; 2-years’ experience in a network business environment, required.
- Experience with HCM source and destination systems (time & attendance, HR, payroll, ERP, etc.), a bonus.
- Must have working knowledge of MS Office programs and Office 365 proficiency.
- Must perform well under pressure in a fast-paced I.T. environment with an ability to ask probing questions when given vague information.
- Must be organized, particular to detail and be able to juggle multiple tasks in a pleasant manner.
- Must have good people skills as a team player, willing to establish and maintain a good working relationship with other departments, co-workers and vendors.
- Must be trustworthy and dependable when working with sensitive documentation and access.
INTERESTED? Apply online at idi.sdsjobs.com.
No phone calls or walk-ins please.
