R757 | Help Desk Agent - Level 1 4 Ene

**Essential Job Functions****#LI-DNI**- Answers help desk telephones and responds to basic customer inquiries to ensure customer needs are met.- Assists customers in resolving basic technical problems by providing scripted guidance regarding software and hardware problems. Resolves and/or refers more complex technical problems through a defined escalation process.- Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.- Identifies, evaluates,and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately.**Basic Qualifications**- High school diploma or G.E.D.- One or more years of technical training in computer support preferred- Zero or more years of technical or customer support experience- Experience working with company products and operating systems- Experience with solving computer-related problems- Experience with company escalation policy**Other Qualifications**- Interpersonal skills to interact with customers and team members- Communications skills- Organization skills to balance and prioritize work- Analytical and problem solving skills- Ability to work in a team environment**Work Environment**- Office environment- May require shift work
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