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IT Help Desk Agent I

SUMMARY
The position of IT Help Desk I will be responsible for answering, evaluating, creating tickets and/or assigning incoming telephone requests for assistance from end users experiencing a technical issue. We are looking for highly motivated individuals that possess excellent customer service skills and are able to communicate in both verbal and written mediums.
MAJOR DUTIES AND RESPONSIBILITIES (ESSENTIAL FUNCTIONS)
Answer all calls to the helpdesk and create or assign tickets to appropriate personnel.
Performs account unlocks/password resets for a multitude of systems and programs.
Resolve AS400 issues by enabling accounts, varying on devices and restarting print writers.
EMPLOYEE SPECIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Technical/Functional Competencies
Exceptional customer service skills.
Good problem-solving and decision making skills.
Demonstrates good judgment.
Strong interpersonal skills and ability to work well with a wide range of people.
Ability to communicate well with customers by all means of communication including written, verbal, and non-verbal communication.
Willingness to accept additional responsibilities.
Dependable and adheres to time lines and schedules.
NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned by supervisor to meet the ongoing needs of the organization.

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