Service Desk Associate - Harris & Harris

Harris & Harris has over 50 years of experience in customer care and revenue recovery, specializing in the utilities, government, and healthcare markets. We’re looking for a professional, and motivated Service Desk Associate to join our team. If you’re looking for a company that embraces the principles of respect, compassion and trust, please apply with us today!

Service Desk Associate (IT)

The IT Service Desk Associate will support end users of all levels and ensure closure of support issues for all company technology utilizing a ticketing system, including but not limited to: dialer software, phones, connectivity issues, computers, printers, network accesses and IDs, and related devices.

Schedule: Standard Office Hours are 8:00am to 5:00pm CST, but must be able to work flexible hours, including Saturdays, early mornings, and possible late nights, depending on organizational needs.

Additional Compensation:

• Comprehensive benefits package, including medical, dental, vision, and life insurance
• 401K match
• Paid Time Off (10 days off in your first year), and paid major holidays
• Additional perks such as tuition reimbursement, identity theft protection, and more

DAY TO DAY

• Field phone calls, email questions, and electronically input trouble tickets from users seeking assistance
• Track problem trends and recurring problems to eliminate future issues. Evaluate the severity of problems for proper prioritization, escalating as needed
• Issue Resolution Activities
• Responsible for creating new and maintaining existing documentation related to troubleshooting/resolving help desk tickets
• Assist in overseeing the dialing functions such as monitoring existing campaigns and alerting the administrators to campaign performance/needs
• Generate and analyze various reports from the dialing system to manage daily call distribution
• Perform and maintain testing of telephony systems and applications to assure department objectives are met and to maximize productivity through call handling efficiencies, system uptime, staffing levels, reporting, and analysis
• Responsible for employee administration within our telephony platforms

WHAT YOU MUST POSSESS

Must Have Skills

• High School Diploma or equivalent required
• 2+ years of experience in a help desk role with an understanding of call centers, dialing systems, collections, and customer service operations
• Proficient with all MS Office Applications, and able to maintain other required technical skills to respond to the changing needs of the organization

Other Required Skills

• Must be a self-starter and goal-driven, and able to work in a fast-paced environment
• Possess good verbal and written communication skills, maintain a professional demeanor, and demonstrate good customer service with internal and external clients
• Must be able to adhere to security procedures and policies related to end-user computing and data security.
• Able to ensure high priority work is completed within required timelines

Harris & Harris is an equal opportunity employer. Applicants will not be discriminated against based on race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, disability, ancestry, marital status, veteran status, medical condition or any protected category prohibited by local, state or federal laws.