Help Desk Representative

Company: The Council of Ins Agents & Brokers
Location: Washington
Posted on: August 8, 2022

Job Description:

At The Council, we look for thoughtful, motivated professionals with an entrepreneurial spirit. We value diversity and inclusion, and we hire individuals who can bring new ideas and unique perspectives to our organization. We want you to show up as your whole self each day and expect that you will have a role in shaping The Council of the future. Our values come from the individuals who do the work. Here's what you can expect from us:
We believe our people are our most important asset.
We have integrity and we never compromise on our values.
We value excellence and we are willing to put in the work to achieve it.
We are entrepreneurial, creative thinkers - able to innovate and adapt to our environment.
We embrace curiosity and continuously pursue knowledge to share with our members.
We encourage individual thinking and bring those perspectives together to better serve our community.
We are strong and resilient. We never lose sight of who we are.

The Council is a dynamic, non-profit association located in the urban hub of Penn Quarter, just steps away from the Navy/Archives Metro station. Representing the top commercial brokerage firms and agencies in the United States and around the world, The Council is currently seeking a Help Desk Administrator . This position will r eceive, record, and reconcile members/end user technical questions on use and implementation of computer products in a timely and professional manner.

DUTIES AND RESPONSIBILITIES:
Answers incoming member/end user telephone calls in a courteous and professional manner.
Assists members/end users with questions on product installation, usage, and implementation.
Responds to and investigates member/end user inquiries, concerns, and issues via phone, fax, mail, and e-mail in a timely and courteous manner.
Answers member/end user inquiries and provides appropriate technical and/or product-related information.
Researches and resolves member complaints and/or issues.
Obtains member feedback information.
Effectively communicates member/ end user issues and concerns to all applicable internal staff members.
Documents all contacts, actions, and responses in member database or ticket system.
Organizes and maintains file system; files correspondence and other records.
Maintains working knowledge of products and/or services.
Prepares reports and correspondence as needed.
Performs other related duties as assigned by management.

QUALIFICATIONS:

--- A bachelor's degree in Computer Science, Management Information Systems, or any other technology relevant degree. In lieu of a bachelor's degree two to three years of help desk experience and or certifications.
--- Excellent member/end user service skills.
--- Excellent verbal and written communication skills.
--- Proficient on Microsoft office suite
--- Commitment to excellence and high standards.
--- Strong organizational skills; able to manage priorities and workflow.
--- Ability to work independently and as a member of various teams and committees.
--- Ability to understand and follow written and verbal instructions

COMPETENCIES:
Analytical --Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.
Problem Solving --Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Technical Skills --Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
Member/End user Service-- Manages difficult or emotional member situations; Responds promptly to member needs; Solicits member feedback to improve service; Responds to requests for service and assistance; Meets commitments.
Interpersonal Skills- -Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
Oral Communication-- Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
Written Communication-- Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
Adaptability-- Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:
Occasionally required to stand
Frequently required to utilize visual acuity to operate equipment, read technical information, and/or use a keyboard
Occasionally/Frequently/Continually required to lift/push/carry items more than 50 pounds

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Keywords: The Council of Ins Agents & Brokers, Washington DC , Help Desk Representative, Other , Washington, DC