Provide professional end-user support via telephone, email or web submits
Provide restorative or maintenance actions to resolve end-user problems
Responds to end-user problems based on standard procedures
Track incidents and calls, including but not limited to, entering data into the database timely and accurately
May be responsible for ensuring systems are configured properly
• Must be fluent in French language (French Canadian preferred
• 24x7 helpdesk - scheduling flexibility is required as schedule may change based upon rotation of schedule or adjustment to support a change in call volume
• High school diploma or equivalent required
• Prior Tier I help desk experience
• Requires excellent customer service skills
• Solid foundation of Personal Computer experience
• Troubleshooting capability
• Overall knowledge of desktop productivity products
• Ability to work in a team environment
• Proven ability to remain flexible in a changing environment
• Attendance and schedule adherence are requirements of this position
• Windows XP, windows 7
• Active Directory
• MS Office Suite with expertise in Excel, Word, PowerPoint
• Gmail / Google Apps
• Networking
• Malware removal
• May require additional project-specific training
• Excellent oral and written English skills
• Must be highly motivated, with a positive "Can-do" attitude
• Must have a hands-on attitude to all aspects of the day to day operation