Helpdesk Technical Support

Seattle-based Varolii is the leading provider of enterprise customer communication solutions that enable dynamic conversations between companies and the customers they serve. Our interactive communication solution is a blend of advanced multi-channel applications built upon enterprise software. It delivers its services through a software service model. Businesses use Varolii’s technology to leverage their rich enterprise-level customer data to proactively and personally interact with their customers with timely, relevant information.

Job Summary: 

IT Helpdesk team member to provide technical support at Varolii HQ Seattle office for 200+ users and remote users.  This includes receiving, prioritizing, documenting, and actively resolving end user help requests.

 

The successful candidate needs to possess exceptional customer service skills with the ability to multi-task, solve problems quickly and creatively, learn and excel in a fast-paced, dynamic environment.

Primary Responsibilities:  Solve helpdesk requests from multiple channels and track all requests through the IT Helpdesk system. Prioritize and schedule tasks. Escalate problems (when required) to the appropriately experienced technician.Perform hands-on customer support including solving problems at the desktop level, installing and upgrading software and hardware, implementing file backups, and configuring systems and applicationsPerforming preventative maintenance in HW/SW replacement, upgrade, patch distribution, inventory and services of workstations, equipments, printers, and peripheralsProvide application administration to Varolii Enterprise Applications including user access, administration, installation and escalation.

· Work closely with other IT and business team in application planning and deployment program

· Provide on-call support and may coordinate on-call response efforts with other IT team members as needed

 

Requirements (Knowledge, Skills and Abilities): 

Knowledge of basic computer hardware, including PCs, laptops, printers, mobile devices and other peripherals. Experience with desktop and server OS such as Windows 2000, XP, and 2003. Extensive support experience with Microsoft Office products and enterprise applications.Tier 1 network trouble-shooting of performance, bandwidth, connectivity and access issuesAdminister Exchange Mail and NT Active Directory on user accountsAbility to effectively prioritize and execute tasks in a high-pressure environment. Proven problem-solving skills including diagnostic, research, absorb and retain information quickly in a wide range of technical issuesExcellent written & verbal communication with the ability to document issues and resolution, training material, FAQ, etc…Ability to work well with people from many different disciplines with varying degrees of technical experienceAbility to take initiative and ownership by working independently or in a team environmentKeen attention to detail Exceptional Customer Service orientation with the interpersonal skills, with a focus on rapport-building, listening, questioning skills and delivering information in a friendly manner to customers.Knowledge of scripting languages, including SQL query highly desirable. MCSA or MCSE Certifications a plus

Education / Experience:

 

·2-5 years of direct experience in IT Helpdesk and/or Technical Support environment for small to mid size company with a 100+ user population in a geographically distributed environmentAssociate Degree or Technical Trade Certification in Computer related technology, Information System or equivalent

For further consideration please send your resume to careers@varolii.com .