Balls And Teeth

Arch Learning needs 2 family line to conduct to their service desk aggroup. This individual needs to have a dry land in desktop and helpdesk remain firm. These candidates will be running(a) on their level 1 and 2 appends. The candidates will be expected to resolve or escalate customer technological inquiries or problems pertaining to PC/LAN, Printers, Hardware, Citrix or Web based applications that hail in via email, phone or walk-ups. They will also be monitoring the Unassigned Ticket queue and work issues whence and consulting with Lead/Supervisor and other IT professionals when appropriate course of execution is unclear. Currently Arch Learning is supporting 350 internal (corporate and OSRs) and around 100 contract trainers. The ticketing system they use is Track-It!, this experience is not necessary.
Their day to day responsibilities will be broken downwardly to 60-70% hands on and 30-40% over the phone. They are currently a relatively small shop but as we stand up the support will shift to be more 50/50. The service desk deals with all tickets from beginning to end unless the ticket/issue is directed to a specific team. Tickets are escalated when necessary. Other team members are available for consultation when required.

They would like to have folks who:
Excellent communication (verbal and written), listening skills and a professional predict presence.




Customer Friendly (good personality, approachable, etc.)
Excellent decision-making skills, especially in a small team environment requiring quick resolution
Ability to be self-motivated and perform daily job functions and assigned projects with minimal or no supervision.
Advanced noesis of Windows 7 (1 year+ experience): implementation, support and manage
Active Directory (2 years experience): password reset, user implementation and management
swap 2010 Management (2 years experience): user implementation and management
Intermediate knowledge of Laptops and Desktops (HP and Dell)
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