Customer Service Representative - Help Desk

Essential Duties and Responsibilities:
- Assist Technician II in providing Desktop and Operational Support to assigned site and remote offices.
- Install, configure, maintain, and support desktops, laptops, printers, scanners, and other PC peripherals and related hardware, as well as remote access devices.
- Install and support a variety of PC operating systems.
- Diagnose, resolve, and follow up on issues relating to various user concerns.
- Use remote desktop software to provide remote support and resolve issues for users whom may be at remote offices or home office users.
- Provide written updates for problem resolution in ticketing system, knowledge bases, troubleshooting manual(s), or on-line documentation repository.
- Assist in troubleshooting advanced technical issues within the network and telecommunications environments, especially as they relate to problems at the workstation level.
- Serve as a technical liaison to project managers as needed.
- Assist in providing support to project managers to integrate and transition projects or new technology efforts to the production support environment.
- Assist in maintaining software and workstation image management, including the use of image deployment software to perform imaging tasks for workstations.
- Perform other duties as may be assigned by management.

Job-Specific Essential Duties and Responsibilities:

- Provide remote support and resolve issues for users whom may be at remote offices or home office users.

- Identify areas deserving attention in the technical support environment, and consult with management.

- Ensure tickets are accurately documented and resolved in a timely manner.

- Work within the team framework created by management and work with team members on assigned projects.

- Work tasks as assigned which include but not limited to calls, email, chat, ticketing system, and all applicable queues.

Job-Specific Minimum Requirements:

- Availability is requried Monday-Friday between 7:00 AM - 7:30 PM (ET) with schedules assigned within these business hours.

- Strong verbal and written communication /customer service skills.

- Strong analytical and problem-solving skills.

- Ability to follow processes, procedures, and guidelines to ensure repeatable customer experiences.

- Highly detail-oriented, organized, timely, and customer service-oriented

- Ability to work well independently and in a team setting.

- Must be able to successfully complete the CMS client vetting process as a condition of employment.

- Adaptable, flexible and able to deal with ambiguity and change.

- Excellent oral and written communication and customer service skills.
- Excellent attention to detail and good analytical skills.

Preferred Skills and Qualifications:

- Knowledge of and the ability to monitor logs and scheduled events, as well as report on problems and anomalies.

- Experience with and/or ability to use call center telephony equipment.

- Experience in customer support or call c...