Help Desk-Problem Technician

Description:Job Duties: `Responsible for managing trouble reports and monitoring its progress and resolution.`Provide Tier I, Tier II, and Tier I II IT support to the business area supported.`Responds to client support requests by diagnosing and resolving problems within guidelines, and escalate more complex problems to the appropriate level.`May work in a variety of settings, including a Support Center, remotely, as well as with clients at their desk side.`The main responsibilities include responding to requests for IT support via multiple sources, logging problems, generating trouble reports, attempting to diagnose and resolve the client problem, and if necessary, escalating the problem to the appropriate level of expertise.`Provides Tier I support that is typically of low to medium complexity.`Requires direct supervision.Qualifications:Candidate Requirements: Incumbent must be bilingual in both Spanish and English. 'Basic understanding of specific knowledge of information systems elements (hardware, software, network) of the systems they support.`Basic understanding of the supported business functions.`0-1+yrs of related experience.`Associates Degree or equivalent work experience, and/or Certifications.Must possess experience providing customer service to technical issues via telephone. Must be able to manage multiple priorities and work well independently as well as in a team environment.Demonstrated interpersonal skills, including the ability to listen, resolve, deal with unresolved issues, delays and unexpected events, and the ability to effectively communicate and maintain rapport with supported customers.Strong verbal and written communication skills.Technical documentation skillsSalary/Benefits: Salary commensurate with experienceJob Location: Omaha, NEJob Number: 2563BRCompany URL: http://www.firstdata.com/careers Salary/Wage: Salary commensurate with experience Status: Full Time, Employee Job Category: IT/Software Development Relevant Work Experience: 1+ to 2 Years Education Level: Associate Degree Reference Code: 2563BR