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DXC Technology Associate Help Desk Technician (51000302) in Auburn Hills, Michigan

Job Description:

Essential Job Functions

  • Answers help desk telephones for assigned account(s) and responds to moderately complex customer inquiries to ensure customer needs are met.

  • Assists the customer in resolving complex technical problems on a primary account by providing guidance regarding software and hardware problems. Resolves and/or refers highly complex technical problems as appropriate.

  • Follows up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame.

  • Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.

  • Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are successfully resolved.

  • Analyzes and evaluates inquiry/problem reports and makes recommendations to reduce help desk call rates.

  • May provide leadership and work guidance to less experienced personnel.

Basic Qualifications

  • High school diploma or G.E.D.

  • Two or more years of technical training preferred

  • Four or more years of technical or customer support experience

  • Experience working with company products and operating systems

  • Experience with solving computer-related problems

  • Experience working with company escalation policy

Other Qualifications

  • Interpersonal skills for interacting with team members and clients

  • Communications skills

  • Organization skills to balance and prioritize work

  • Analytical and problem solving skills

  • Leadership skills to mentor and provide guidance to less experienced personnel

  • Ability to work in a team environment

Work Environment

  • Office environment

DXC Technology is EEO F/M/Protected Veteran/ Individual with Disabilities