Job Details

  • Title: Help Desk Technician
  • Code: RCI-11932
  • Location: Princeton New Jersey (NJ) 08540
  • Posted Date: 03/11/2021
  • Duration: 12 Months
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  Job Description

RESPONSIBILITIES:

This req is for a Support center supporting a glucose monitor systems. Please note hours of work are 11:30am - 8pm(Mon - Friday) This position will start remote but will move onsite once Covid restrictions are lifted. Looking for candidates with Technical knowledge. Should have strong troubleshooting skills(computers/devices) and great customer service skills. Candidates who are bilingual (Spanish) and highly preferred.

Primary function is to answer calls arriving at the Support Center and to accurately identify, prioritize and log the service requests within the established standards.
Diagnose problems by asking accurate, concise questions in a professional and timely manner.
Accurately prioritize, categorize and log calls, reset network passwords, resolve print queue problems, manage crisis escalation and transfer calls to other support group as appropriate, assist in projects as needed.

COMPETENCIES:
Excellent customer service, interpersonal, organizational and communication skills;
Ability to work in a fast paced changing environment;
Understanding of Windows based applications; familiarity with relevant operating systems, the Lotus and Microsoft Suite of products, the Internet and networking;
ability to recognize priority issues and escalate accordingly;
ability to translate technical terms into non-technical language;
understanding of computer terms and acronyms; ability to learn new processes and procedures.

QUALIFICATIONS:
Associate degree in Computer Science or a related discipline, and at least one, typically three years experience in IT or an equivalent combination of education and work experience.
Requires sufficient knowledge of IT operations, responsibilities, workflow processes, and procedures to resolve most inquires independently.
Good analytical and communication skills, sound judgment, and the ability to work effectively with client and other Systems Division staffs.