IT Help Desk Agent - Level II

Vaco
United States, Tennessee, Brentwood
5501 Virginia Way (Show on map)
Nov 18, 2024
Roles and Responsibilities: Ticket/Issue Escalations for assigned call center. Accurately process and record call transactions using a computer and designated tracking software Assist with last-minute coverage needs. Review customer's information and determine the issue by evaluating and analyzing the symptoms. Deliver service and support to end-users, including via remote connection or over the Internet. Research required information using available resources. Follow standard processes and procedures. Follow up and make scheduled call backs to customers where necessary. Stay current with email, team chats, system information, changes, and updates. Follows proper escalation procedures as defined by management. Ensure customers receive prompt, accurate and courteous service. Education and Experience: 2-5 years of experience in the Information Technology and/or Call Center field preferred 2-year Associates degree or equivalent experience is desired. Required Skills and Abilities: Proper phone etiquette and effective listening skills Ability to speak and write clearly and accurately with demonstrated proficiency in typing and grammar. Knowledge of customer service principles and practices (ITIL training a plus) Medical/clinical terminology is preferred, but not required. Must be able to sit for long periods of time. Experience supporting software computer applications and equipment from a remote helpdesk environment. Experience with mobile device support (iPhone and Android) Must be a team player and build good working relationships across all functions of the company. Must have a strong personal drive for delivering great customer service, and thrive in a fast-paced, high-energy environment with a proactive focus. Experience maintaining and troubleshooting all versions of Microsoft Windows operating system. Need to be flexible, adaptable, and possess creative problem-solving skills. Travel Requirements: None. Vaco values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. EEO Notice Vaco is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law. Vaco LLC and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco LLC and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com . Vaco also wants all applicants to know their rights that workplace discrimination is illegal. By submitting to this position, you agree that you will be giving Vaco the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal. Privacy Notice Vaco LLC and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco") respects your privacy and are committed to providing transparent notice of our policies. California residents may access Vaco's HR Notice at Collection for California Applicants and Employees here. Virginia residents may access our state specific policies here. Residents of all other states may access our policies here. Canadian residents may access our policies in English here and in French here. Residents of countries governed by GDPR may access our policies here. Pay Transparency Notice Determining compensation for this role (and others) at Vaco depends upon a wide array of factors including but not limited to: the individual's skill sets, experience and training; licensure and certification requirements; office location and other geographic considerations; other business and organizational needs. With that said, as required by local law, Vaco believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.