Job description

Job title Help Desk Associate Tier 1

Reports to COO, Vice President of Operations

Job purpose

The first job of a Tier-1 specialist is to gather customer’s information and to determine the issue, the customer is facing. This is done by analyzing the symptoms and figuring out the underlying problem. When analyzing the symptoms, it is important for the support rep to identify what the customer is trying to accomplish. This ensures time is not wasted on attempting to solve a symptom instead of a problem. Once the identification of the underlying problem is established, the specialist can begin sorting through the possible solutions available.

Duties and responsibilities

Responsibilities include the following but are not limited to the job specifications contained herein. Additional duties or job functions that can be performed safely may be required as deemed necessary by supervisory personnel.

Support specialists in this group typically handle straightforward and simple problems while possibly using knowledge base tool & step-by-step guides. This includes troubleshooting methods such as verifying physical layer issues, resolving username and password problems, verification of proper hardware and software set up, and assistance with navigating around application menus.

• Filters help desk calls to correct support level (tier-1, tier-2, & tier-3)
• Provides basic support & troubleshooting
• Account unlock / lock
• Password reset
• Application navigation assistance
• Gather user’s information & analyze the issue
• Ticket creation & allocation to relevant teams
• Call on-duty technicians for urgent issues
• Monitoring & responding to server notification emails
• Escalation to Level-2 or Level-3 support
• Start working on tickets within contracted time.

Support rep at this level have a basic understanding of the product or service and may not always be competent to solve complex issues. Nevertheless, the goal of this group is to handle 70%-80% of the user problems before finding it necessary to escalate the issue to a higher level.

Boston – South (508) 746 - 5777 Boston – North (781) 605 - 2099 Maine Operations (207) 424 - 0515 www.VoDaViTechnologies.com

Working conditions

Work to be conducted primarily in office, however some work will be done in schools, and within other client’s environments. Most work may be conducted remotely via technology. This position requires night and weekend work.

• Non-standard hours of work.
• This position requires work outside the office environment.

Physical requirements

• Must be able to lift and move up to 30 lbs.
• Must be able to remain in a stationary position for 50% of the time.
• Constant operation of computers and technical equipment.

Compensation

This is a level 1 Position in accordance with VoDaVi’s established salary bands. The successful candidate can expect to enter the organization with an annual salary between $40,000.00 and
$45,000.00 dependent on experience and related skills. This role has a range of up to $73,700.00 for high performers with extended years of service to VoDaVi Technologies. VoDaVi does offer
Competitive benefit packages.

Growth Plan

Employee Signature:

VoDaVi Signature:

Date:

Equal Opportunity Employer: VoDaVi Technologies, LLC ensures equal employment opportunities regardless of race, creed, gender, color, national origin, religion, age, sexual orientation or disability.

Boston – South (508) 746 - 5777 Boston – North (781) 605 - 2099 Maine Operations (207) 424 - 0515 www.VoDaViTechnologies.com

Job Type: Part-time

Pay: $19.00 - $22.00 per hour

Benefits:

• Flexible schedule

Experience level:

• Under 1 year

Schedule:

• 8 hour shift
• Day shift
• Weekdays

Ability to commute/relocate:

• Plymouth, MA 02360: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Windows: 1 year (Preferred)
• Help desk: 1 year (Required)

Work Location: One location

laviolettawines.com.au is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, laviolettawines.com.au provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, laviolettawines.com.au is the ideal place to find your next job.