Job description

Help Desk Agent, Tulsa, OK
(Full Time/Temporary)

Summary:
The Help Desk Agent will provide friendly, expert, and professional support for a Centralized Service Desk supporting 100,000 plus users nationwide and internationally. This is a full time/temporary position and will end June 30, 2023.
Essential Duties and Responsibilities (Deliverables):

• The Help Desk Agent will be proficient and responsive to service desk delivery, troubleshooting, documentation, and sound communication.
• Responding to the customer’s request via phone, text, live chat, email, voicemail.
• Performing ticket creation and quality assurance checks on assigned tickets, following procedures, troubleshooting issues, escalating and or routing tickets to appropriate groups.
• Working as part of team to ensure timely resolution within the Service Level Agreement with the customer.
• Customer-focused, adept at problem-solving, possess effective communication (both written and verbal) and work collaboratively with personnel responsible for other Tiers of support.
• Provide Tier 1 technical support for Industry users who are utilizing various web accessed programs via phone, live chat and email.
• Support for account access/password resets and account maintenance as well as support for specific web accessed programs (completing complex forms and reports).
• Assist the customer base in troubleshooting and configuration of Internet browser settings.
• Responsible for ticket entry in ticketing system, documenting, tracking, and monitoring the incident to ensure a timely resolution.

Supervisory/Management Authority:
This position does not have supervisory/management authority.
Education and/or Experience:

• Minimum High School Diploma or equivalent.
• One year of technical support experience
• One year of experience in a call center or help desk environment is preferred.

Knowledge, Skills and Abilities:

• Working knowledge of Windows 10, Microsoft Outlook, and other Microsoft applications such as Word and Excel.
• Working knowledge of IE, Firefox, Chrome (understands configuration settings and how to properly access and update settings).
• Basic knowledge of Microsoft Outlook and other Microsoft applications such as Word, Excel.
• Ability to communicate effectively and professionally. Excellent listening skills.
• Ability to troubleshoot browser related issues.
• Ability to learn quickly and retain information.
• Ability to type/keyboard at 40 wpm or better.
• Ability to multitask efficiently (enter an Incident ticket while assisting a user via live chat or phone call)
• Ability to work in a Team environment.
• Ability to work efficiently, professionally and effectively in a high-paced Helpdesk/Call Center environment.
• Candidate must be able to see and hear, read and write.
• Position requires candidate to possess good judgment, be people-oriented, flexible, organized, reliable, enthusiastic, courteous, professional and patient.
• Ability to utilize and navigate the Help Desk phone system computer installed application.
• Ability to utilize the Help Desk ticketing system and chat service (visually utilize the service properly)
• Candidate must be able to perform all duties as assigned and utilize the provided Help Desk tools without daily assistance.
• Dependability, punctuality and the ability to multitask is essential.
• Ability to successfully pass a drug screen and a background investigation.

To apply and see the full job description please visit Cherokee Federal's Career page

Job Types: Full-time, Temporary

Pay: $16.00 per hour

Work Location: In person

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