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Job Details
Help Desk Technician  (Posted: 10/17/2013)

Location:Gulf Shores, AL
Salary:DOE
Department:IT
Education:Computer Science Degree preferred
Experience Required:See below
Skills Required:Effective communication, above average customer relationship experience, and work independantly.


Job Description

Upgrade Your Information Technology Career

Are you looking for an exciting opportunity to put your customer service and technical skills on center stage? Join a highly skilled team of technology professionals that serve a diverse, rapidly growing group of companies. Work with advance deployments of products like VMware, Citrix and Microsoft SharePoint. Continue to develop your career through training opportunities while under the care of a supportive and encouraging management team. Join us at SH Enterprises, Inc. and help us continue over 45 years of beach vacation rentals, real estate sales, and commercial laundry success. 

Key success factors:
            -   Complete phone and email service requests within 3 business hours of receipt
            -   Maintain a Customer Survey Score of 4.8 on a 5.0 scale averaged quarterly
            -   Respond to after-hours service requests within 1 business hour of receipt
            -   Resolve help desk level customer service requests without assistance
                        o   40% of the time after 90 days of employment
                        o   70% of the time after 6 months of employment
                        o   90% of the time after 12 months of employment
            -   Complete documentation within Autotask PSA software for all service requests as ticket events occur