Customer Liaison Technology Help Desk


Manchester, NH

What you'll be doing

Perform initial triage of all calls/requests/chats/online forms/walk-ins submitted to the technology help desk. Enter initial help desk cases into Microsoft Dynamics CRM according to assigned procedures. Assign priority levels to help desk cases and assign help desk cases to appropriate person or department for resolution or resolved on own according to service level goals. Maintain proficiency in field of expertise by remaining knowledgeable and current with hardware and software by attending product demonstrations, trade shows, and by reading publications. Maintain the integrity of and accuracy in the ITS asset database. Perform basic account maintenance tasks via active directory, including password resets, account verification, and group changes as training has detailed. Install operating systems, anti-virus software and spy-ware, and Microsoft and SNHU proprietary applications as trained. Provide desktop support including installing hardware and software, troubleshooting problems, upgrading hardware and software as trained. Troubleshoot a wide range of problems for PCs, Macs, printers, email, internet, wireless, viruses, spy-ware, games, blackboard, telephone and voicemail. Notify manager and director of wide spread outages following outage procedures as documented. Assist other information technology solutions (ITS) support groups as needed, in order to restore services or increase job knowledge. Work on projects, documentation, quality checks, relocations or new hire on-boarding as trained.

What your background should be

1-2 years in a technical field experience. Understanding of Microsoft Dynamics CRM, LogMein, Five9. Customer Service experience. Service management experience preferred. Ability to work any shift during hours of operation which are 7 days a week, 8 a.m. to midnight.

Required Schooling / Training

Associates degree.

Who is the client company

Concern about the educational services.
If you are interested in this position, send your resume to