Help Desk Support - $19.91/Hr.

Job Title: Help Desk Support

Location: Pittsford, NY 14534

Pay Rate: $19.91/hr.

Job Description:

Essential Job Functions:

• Answer incoming phone calls, emails, and other inquiries into the LenelS2 Technical Support Center.
• Identify and document the problem summary and description as described by the customer as well as record the call details in the Customer Relations Management (CRM) tool following the documented processes.
• This will include step by step results of the troubleshooting performed, as well as all customer statements of importance, and any supported documentation.
• Work with other departments as necessary to ensure customer inquiries, issues and problems are addressed timely and effectively.
• Utilize internal tools (ticketing system, KBs etc.) to research problems for known and existing solutions.
• Follow documented processes to ensure callers are certified and support contract is up to date per Policy.
• Assist with testing on new/existing products.
• Work with management to dynamically adjust priorities to provide the best possible service levels while maintaining and improving established service levels.
• Perform all other duties as assigned.
• May be required to provided 24x7 support, compensation would be provided, or non-standard shifts.

Technical Qualifications:

• 2 years’ experience in customer service and/or technical Help Desk
• Experience working with currently supported operating systems (Windows OS)
• Ability to read/decipher logs.
• Understanding of basic AC and DC circuitry and electronics
• Comprehensive understanding of current network topologies and protocols
• Understanding of network packet analysis software such as Wireshark, DNS, telnet, tracert, snmp, ports/sockets, ability to parse log files.
• Understanding of command line
• Entry-level knowledge of SQL database engines required advanced knowledge preferred.
• Experience in Access Control, Video, Intrusion, and related technologies a plus
• Advanced knowledge of digital and analog video platforms

Other Qualifications:

• Exceptional follow through
• Excellent listening, verbal, and written communication skills
• Excellent interpersonal skills, ability to communicate/collaborate well with customers, peers, management, and other departments.
• Must have the ability to multitask and work independently.
• Must be detailed oriented.
• Must be enthusiastic, self-motivated and demonstrate excellent problem solving and decision-making skills.
• Ability to meet tight deadlines and adapt to change.
• Team player – ability to work on cross functional teams.

Education Requirements:

• High School Diploma/GED minimum with a minimum 4 years of related experience
• Associate degree in computer science, IT, or electronics (preferred)
• Technical certifications such as Net+/MSSQL/MCP/MCSE/MCDBA (preferred)

Language Proficiency:

Bi-Lingual English, Spanish, French and Portuguese proficiency a plus