Job Listing Description

Associate II Help Desk

PDS Tech, Inc is seeking a candidate for the Associate II Help Desk position located in Webster, NY.  
Remotely resolve and/or reassign the resolution of hardware, software and application issues (workstations, notebooks, cell phones, pagers, applications, and client specific systems 
Resolve advanced level hardware and software problems that cannot be resolved by Associate I helpdesk employees 
Identified as technical and client service advanced support - provides day to day procedural and technical direction to other helpdesk and field associates 
a solution that resolves the problem and delivers optimum value for client and the customer to maximize productivity and achieve business results (PEP metrics) 
Take ownership for problem management
Use a workflow based decision making process that considers the impact on the customer and key business results 
Use and share technical best practices with the customer and other team members to maximize customer value, productivity, and expense objectives 
Provides review and editing of established service processes using personal experience and solicited input of associates 
Provide service level agreement support to Associate I employees to ensure the team attains the contractual service levels
Know all SLA matrices and participate in escalation processes designed to mitigate potential attainment failures 
May be required to provide customer satisfaction service results at customer meetings using presentations of services and discovery findings 
Contributes to the development of technical and client service process documentation responsibilities as assigned 

Able to demonstrate high level of technology proficiency in all areas required by the account assignment (Network, PC, Wi-Fi, hardware/software) 
Able to demonstrate exemplary interpersonal and customer service skills 

5-15 years in a technical customer environment 

Required: High School Diploma or equivalent 
Holds or is expected to complete in 6 months at least 1 advanced technical certification (MCSE, CCNP, MS or Oracle DBA, etc.) 
Job Number: 1710069343
Job Location: Webster, NY
Duration: 6 months
Input Date: 06/13/2017
Attention: Audrei Cortez
City, State: IRVING, TX 75062
Phone: 214/647-9600
800 Phone: 800/270-4737
Fax Phone: 214/647-9630

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