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Help Desk Specialist

Rochester, Minnesota 55902

Category: Professional Job Number: 15529

Voca has an immediate opening available for a Help Desk Specialist in Rochester, MN! If interested please email Ashley at aapplen@myvoca.com
 
Position Details 
 
  • Emphasis on call center experience with good customer service.
  • Will be using ServiceNow for trouble tickets.
  • Experience is not required in ServiceNow but is a benefit.
  • All work is teleworking, there is no face to face customer interaction.
 
Job Description:
  • The role of the Help Desk Specialist position is to act as the initial support contact for problems or other reported issues regarding computers and related technologies from internal staff. 
  • The specialist is expected to troubleshoot, resolve or escalate those problems or incidents correctly, and document all of the foregoing.
  • Of critical importance is for the specialist to have excellent interpersonal communication skills to support the delivery of outstanding customer service in a team-based environment. 
  • The specialist must have the ability to explain basic concepts or procedures in a clear, concise, easy-to-understand manner for a large and diverse customer base who utilize a wide variety of in-house developed and off-the-shelf applications. 
  • Being able to quickly learn support skills for new applications is also very important for the specialist to be successful in this position. 
  • In addition to these basic duties, the Help Desk Specialist is expected to act as a mentor to coach and support less senior or less experienced co-workers in a positive manner. 
  • Effective time management and project management skills are expected.

Qualifications
  •  
     
    Minimum Education and/or Qualifications: 
    H.S / GED and 4+ years’ experience in an IT or call center environment and 2 years’ experience in a customer service position; OR Associate's degree with 2 years’ experience in an IT or call center environment or Bachelor’s degree. Typing skills 25+ words per minute.
     
Shifts:
2 fulltime and 1 part-time as follows Sun-Thu: 4 pm to Midnight Mon-Fri: 3 to 11 pm Sat-Sun: 7am to 5 pm Must be onsite in Rochester

Voca: The Spirit of Work

IND-AA

Ashley Applen

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