Position Goals:

Provide helpdesk support for inbound calls delivering excellent customer service.

Essential Duties and Responsibilities:

• Answer Help desk calls from FFG Employees to IT

• Perform initial triage of incoming and end-user computer issues and problems, requires quick problem and issue identification

• Create help desk tickets and document all problems and actions taken

• Provide accurate and professional resolution on all supported issues

• Update customer on status of open tickets

• Accept responsibility/ownership for all assigned tickets from creation to resolution or to the point of escalation

• Deploy new desktop images

• Perform other projects as assigned

• Shift is 2 p.m. to 10:30 p.m.

Managing Time & Priorities

• Uses his/her time effectively and efficiently

• Focuses efforts on important priorities

• Accomplishes more tasks and assignments in less time

• Can attend to several priorities at a time

• Eliminates roadblocks and stays focused

• Plans daily tasks so important work is accomplished

• Uses workplace tools, technology or personal methods to keep track of priorities and assignments

• Prioritizes and works on multiple tasks effectively while maintaining high quality work results

Communication

• Listens, shows interest

• Demonstrates appropriate non-verbal skills and clarifies with questions and paraphrases

• Informs, encourages the exchange, access and sharing of information

• Modifies communication style appropriately

• Can write clearly and succinctly to get messages across to the intended receiver for the desired effect

• Multilingual is a plus

Knowledge, Skills and Abilities:

In addition to the list below, it is understood that all positions with the company require individuals who possess a pleasant and friendly attitude, project sensitivity towards customers and fellow employees, and maintain a neat and clean professional appearance. Core competencies have been identified as relevant to every position within the company and include: Ethics and Integrity, Listening, Business Acumen, Customer Focus, Approachable and Savvy, Action Oriented, Managing Time & Priorities, Composure & Patience, Drive for Results, Self -Development & Knowledge, Dealing with Change, Decision Quality, and Informing.

Competencies

• Customer Service

• Responds quickly with accurate information

• Determines root cause of customer issues and works to solve problems meeting customer expectations

Problem Solving

• Uses logic, analysis and methods to define problems and offers useful solutions

• Looks beyond the obvious to find more than one option/solution to choose from

• Can find common ground and solve problems for the good of all involved

• Gains perspective by asking others for their input before implementing solutions

Functional/Technical Skills

• Understands processes and procedures necessary to successfully perform tasks

• Able to remotely troubleshoot network / connectivity issues

• Able to troubleshoot windows desktop issues and user devices

• Demonstrates the ability to learn rapidly and adapt quickly to new processes and technology

Working Relationships

• Works well in cooperation with others for the benefit of the company

• Receives and carries out instruction in a positive manner

• Responds well to constructive critique from manager and peers

• Remains open to learning and coaching

• Viewed as a team player by being cooperative and collaborative