Help Desk Support

• Triage and resolve trouble tickets related to technical difficulties with various web-based applications.

• Provide technical expertise to ensure applications meet business requirements.

• Analyze current business processes and suggest improvements.

• Be the liaison between the end user and production support/IT teams, reporting any problems, updating and closing of open issues from Trouble Ticket systems, and participating in the testing of new enhancements to ensure they meet end user expectations.

• Verify with the end user that the issue has been resolved and update trouble tickets and Chatter Posts accordingly.

• Monitor #Help Chatter Posts to ensure all posts are closed out quickly.

• Actively contribute to ongoing process improvement via ISO Process.

• Perform other duties or special projects as assigned.

• Ability to complete multiple simultaneous projects in a timely manner.

• Provide advanced technical troubleshooting and analysis methods to assist Tier I personnel solve basic technical problems.

• Confirm the validity of the reported problems and seek known solutions related to these more complex issues.

• Provide monthly tip sheets to top volume branches and training department to improve training.

• Bachelor’s degree from a four-year college or university preferred.

• 2+ years customer support/help desk experience.

• Strong communication, interpersonal, and analytical skills

• Ability and desire to provide excellent customer-service to internal and external customers

• Working knowledge of MS operating systems and applications.

• Ability to work independently in a dynamic environment.

• Telecommunications experience desired.

Paul Dubey

Technical Recruiter

Integrated Resources, Inc

IT REHAB CLINICAL NURSING

Inc. 5000 - 2007, 2008, 2009, 2010, 2011, 2012 & 2013 (7th Year)

Certified MBE I GSA - Schedule 66 I GSA - Schedule 621I I GSA - Schedule 70

(Direct) 732-549-5302 (Tel) 732-549-2030 x208 (F) 732-549-5549