Job Description

SUMMARY:Responsible for answering, logging, distributing and tracking all Help Desk calls.  Performing security maintenance and miscellaneous software/hardware support.

ESSENTIAL DUTIES AND RESPONSIBILITIES:  

1. Answering, logging, distributing, and tracking Help Desk calls;
2. Technical support for PC environment and RF(mobile computer) environment.
3. Coordinates and dispatches user issues and requests to appropriate Tech Support  
4. Back-up computer operator with basic monitoring duties and processes;
5. Special projects as assigned.

OTHER DUTIES AND RESPONSIBILITIES: As assigned. 

QUALIFICATION REQUIREMENTS:To perform this position successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

SKILLS REQUIRED:  

• A minimum of  6 months of verifiable experience working on a Help Desk or 12 months working with the public handling issues.  Technical support roles with at least 6 months of verifiable experience may be substituted for Help Desk experience.
• Ability to work independently;
• Strong PC skills;

• Excellent organizational skills with the ability to multi-task, prioritize and manage time effectively while also ensuring accuracy of work through attention to detail;
• Flexibility to handle varying assignments and to accommodate shifting priorities.
• Strong communication skills (verbal and written) with the aptitude to communicate effectively in both individual and group settings regardless of audience;
• Excellent analytical and problem solving skills; attention to detail;
• Ability to use resources and problem solve using critical thinking skills.
• Must be results driven, and take appropriate steps to achieve goals while taking ownership of situations as needed; 
• Proven ability to deliver timely, accurate work product and demonstrate good follow up and follow through;
• Ability to build relationships and foster collaboration with both internally and external customers

• Operates ethically: admits mistakes, treats others with respect, trust, and dignity, demonstrates honest and ethical behavior, and follows through on commitments and agreements.

EDUCATION AND EXPERIENCE:Applicant must have graduated high school and have educational experience equal to a minimum of one year of college in an IT major.     

Hachette Book Group provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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