Help Desk at I-TEK Solutions

Summary
Provides all levels of personnel with administrative and technical support assistance for all questions related to troubleshooting online learning, requesting training, and other training and computer related activities. This includes responsibility for tier one (1) help desk and customer support and troubleshooting in a large organization with a Learning Management System (LMS).

What You'll Do
Receives emails and calls from all levels of the user community and responds in a tactful, and courteous manner utilizing proper and correct communication etiquette.
Responds to user concerns by helping with their problems/procedures; answering questions and/or escalating emails, calls and help desk tickets to the appropriate support service.
Performs first level problem determination by defining the level of problem related to eLearning, training assignments, webinars, other online training courses or events, and/or computer workstation problems.
Ensures that more complex problems (second level) are routed appropriately and provides follow-up.
Interprets messages and errors from various online training software and performs required responsive actions.
Maintains up-to-date problem descriptions, work notes, priority, status, and resolution with the use of a problem management system (ServiceNow).
Maintains documentation to assist users in learning management system operations and documents changes to departmental operations procedures.
Prevents unauthorized access to systems and files per the organization’s code of conduct.

Minimum Qualifications
High school diploma or equivalent
Strong computer/technical skills and proficiency in Microsoft Office
Customer service/communications experience and strong interpersonal skills
Highly organized, ability to work independently, and have a demonstrated ability to meet established deadlines

Preferred Qualifications:
Knowledge of common issues associated with online or web-based learning
Experience in the use of a Learning Management System
Experience with SAP SuccessFactors Learning Management System (LMS)
Experience in the use of a problem management system
Experience with ServiceNow