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    "requisitionDescription": "<div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><link href=\"https://cdn.jsdelivr.net/npm/[email protected]/css/froala_editor.pkgd.min.css\" rel=\"stylesheet\" type=\"text/css\">&nbsp;<link href=\"https://cdn.jsdelivr.net/npm/[email protected]/css/froala_style.min.css\" rel=\"stylesheet\" type=\"text/css\"><div class=\"fr-view\"><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><p>&nbsp;&nbsp;<span style=\"font-size: 18pt;font-family: Times New Roman;\">InspiriTec</span>&nbsp;</p><p><span style=\"font-size: 18pt;font-family: Times New Roman;\">Tier 1 Help Desk Agent&nbsp;</span>&nbsp;</p><p style=\"text-align:center;\"><span style=\"font-size: 18pt;font-family: Times New Roman;\">CWIS Call Center</span>&nbsp;</p><p style=\"text-align:center;\">&nbsp;</p><p><br></p><hr><p><br></p><p><br><span style=\"font-size: 12pt;font-family: Times New Roman;\">General Function</span>&nbsp;</p><p><br><span style=\"font-size: 12pt;font-family: Times New Roman;\"><br>Under general supervision the Service Desk Support management, Tier I Help Desk<br>Agent will provide technical software, hardware and network problem resolution,<br>making independent decisions by performing question/problem diagnosis in a call<br>center environment. Other responsibilities may include password resets, e-mail<br>requests, Fax, Web requests and direct requests for Service Desk support.<br>Service Desk Support I Tier I will document, research, identify and attempt to<br>solve technical problems on initial call and/or triage where appropriate for<br>resolution. Document and track support activity and clearly communicate<br>technical solutions in a user friendly professional manner. Candidate will<br>perform all other related duties assigned. Uses expertise in customer service<br>and technical knowledge gained from prior experience to resolve issues<br>surrounding installation, applications/systems, functionality, and training on<br>software and/or hardware products. Develops working relationships to support<br>the goal of providing customers with excellent service as outlined in Service<br>Level Agreements (SLAs)</span>&nbsp;</p><p><br><span style=\"font-size: 12pt;font-family: Times New Roman;\">Essential Duties &amp; Responsibilities</span>&nbsp;</p><p><br><span style=\"font-size: 12pt;font-family: Times New Roman;\"><br>The duties listed below are intended only as illustrations of the various types<br>of work that may be performed. The omission of specific statements of duties<br>does not exclude them from the position if the work is similar, related or a<br>logical assignment to this position.</span>&nbsp;</p><p><span style=\"font-size: 12pt;font-family: Times New Roman;\">&bull; Assist<br>users with all modules as well as security-related and password reset issues,<br>where</span><br><span style=\"font-size: 12pt;font-family: Times New Roman;\">applicable.&nbsp;</span><br><span style=\"font-size: 12pt;font-family: Times New Roman;\"><br>&bull; Troubleshoot, diagnose and resolve application issues by researching problems<br>using available</span><br><span style=\"font-size: 12pt;font-family: Times New Roman;\">information resources such as closed<br>tickets, FAQ&#39;s and alerts..&nbsp;</span><br><span style=\"font-size: 12pt;font-family: Times New Roman;\"><br>&bull; Collaborate effectively with other Service Desk staff members and trainers to<br>resolve</span><br><span style=\"font-size: 12pt;font-family: Times New Roman;\">unfamiliar issues.&nbsp;</span><br><span style=\"font-size: 12pt;font-family: Times New Roman;\"><br>&bull; Advise users on appropriate action and turnaround times if the information is<br>available, as well</span><br><span style=\"font-size: 12pt;font-family: Times New Roman;\">as follow up with them accordingly to<br>provide the requested information once received.&nbsp;</span><br><span style=\"font-size: 12pt;font-family: Times New Roman;\"><br>&bull; Log all Service Desk calls, emails, and voicemails into the ticketing tool<br>for tracking purposes.&nbsp;</span><br><span style=\"font-size: 12pt;font-family: Times New Roman;\"><br>&bull; Follow Standard Operating Procedures (SOP).&nbsp;</span><br><span style=\"font-size: 12pt;font-family: Times New Roman;\"><br>&bull; Identify and escalate situations requiring urgent attention or expert<br>knowledge to appropriate</span><br><span style=\"font-size: 12pt;font-family: Times New Roman;\">Subject Matter Experts.</span><br><span style=\"font-size: 12pt;font-family: Times New Roman;\"><br>&bull; Route problems, create, track and document resolutions in regards to all<br>ticket request</span><br><span style=\"font-size: 12pt;font-family: Times New Roman;\">assignments.&nbsp;</span><br><span style=\"font-size: 12pt;font-family: Times New Roman;\"><br>&bull; Stay current with system information, changes and updates by attending<br>Service Desk</span><br><span style=\"font-size: 12pt;font-family: Times New Roman;\">meetings.&nbsp;</span><br><span style=\"font-size: 12pt;font-family: Times New Roman;\"><br>&bull; Respond to incoming requests for assistance via calls, emails, or voicemails.<br></span><br><span style=\"font-size: 12pt;font-family: Times New Roman;\"><br>&bull; Work on supervisor-assigned projects when requested.&nbsp;</span><br><br><span style=\"font-size: 12pt;font-family: Times New Roman;\">Knowledge, Skills and Abilities required:</span>&nbsp;</p><p><br><span style=\"font-size: 12pt;font-family: Times New Roman;\"><br>&bull; Excellent customer service skills.</span><br><span style=\"font-size: 12pt;font-family: Times New Roman;\"><br>&bull; Strong verbal and written communication skills.</span><br><span style=\"font-size: 12pt;font-family: Times New Roman;\"><br>&bull; Superior interpersonal skills and telephone etiquette.</span><br><span style=\"font-size: 12pt;font-family: Times New Roman;\"><br>&bull; Good analytical and problem-solving skills.</span><br><span style=\"font-size: 12pt;font-family: Times New Roman;\"><br>&bull; Ability to deal with stress associated with fast-paced work environment.</span><br><span style=\"font-size: 12pt;font-family: Times New Roman;\"><br>&bull; Ability to make judgment decisions and adapt to changing work situations.</span><br><span style=\"font-size: 12pt;font-family: Times New Roman;\"><br>&bull; Ability to handle 50+ calls per day with calls being different in level of<br>complexity</span><br><span style=\"font-size: 12pt;font-family: Times New Roman;\"><br>&bull; Ability to work independently, as part of a team, with customers, peers and<br>management</span><br><span style=\"font-size: 12pt;font-family: Times New Roman;\"><br>&bull; Proficient in Microsoft Office Suite and various Windows operating systems.</span><br><span style=\"font-size: 12pt;font-family: Times New Roman;\"><br>&bull; Previous experience supporting general Applications, Security and Web Apps.</span><br><span style=\"font-size: 12pt;font-family: Times New Roman;\"><br>&bull; Willingness to work flexible hours/occasional weekend hours.</span><br><span style=\"font-size: 12pt;font-family: Times New Roman;\"><br>&bull; Associate Degree in Information Technology or equivalent work experience.</span><br><span style=\"font-size: 12pt;font-family: Times New Roman;\"><br>&bull; Current HDI certification and or willingness to become HDI certified<br>preferred</span><br><br><span style=\"font-size: 12pt;font-family: Times New Roman;\">Physical and Mental Demands</span>&nbsp;</p><p><br><span style=\"font-size: 12pt;font-family: Times New Roman;\"><br>The physical and mental demands described here are representative of those that<br>must be met by employees to successfully perform the essential functions of<br>this class. Reasonable accommodations may be made to enable individuals with<br>disabilities to perform the essential functions. You will be regularly required<br>to sit, talk or hear in person and by multi-media, use hands to finger, handle,<br>feel or operate standard office equipment and reach with hands and arms.<br>Specific vision abilities required by this job include close vision and the<br>ability to adjust focus.</span><br><br><span style=\"font-size: 12pt;font-family: Times New Roman;\"><br>While performing the duties of this class, employees are regularly required to<br>effectively use written and oral communication skills; read and interpret data,<br>information and documents; analyze and solve problems; use math and<br>mathematical reasoning; learn and apply new skills and information; perform<br>highly detailed work on multiple, concurrent tasks; and interact with Colleagues,<br>Clients and Vendors. and must maintain composure in a fast paced, high quality<br>environment where personal and team accountabilities are the defining factors.</span> &nbsp;</p><p><br></p><p>EOE/disability/vets</p></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div>\n",
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