Who we are:

We are Questeq and we stand for quality. Our technology teams possess the tools to make a real impact. Working with schools is our niche, making positive cultural changes towards digital transformation is our mission. We bridge the gap between technology and curriculum, which drives innovation in the classroom. Imagine what a school can accomplish where every student has the latest technology and is provided the means for total utilization. That is Questeq.

What you will be doing:

As a Help Desk Specialist - (Questeq Frontline Staff) you will be the first point of contact for administration, staff and faculty from area school districts and intermediate units who are seeking technical assistance for a variety of desktop and network issues. The Help Desk Specialist serves as members of the Questeq Frontline by providing technical support over the phone and email, fulfilling required objectives outlined below:

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  Primary responsibility is user support and customer service. This position requires being available to users requiring assistance.
• Respond to questions from callers and attend to the following objectives:
• Collect caller information
• Identify the exact problem location
• Document all case details
• Provide trouble-shooting within the guidelines of client SLA
• Learn fundamental operations of commonly used software, hardware, and other equipment
• Follow standard Help Desk operating procedures; accurately log incoming requests using the web based system
• Accept general responsibility for the call center and ensure that it is ready for use; stock paper and toner in printers, restart frozen computers, keep area neat and organized, etc.
• Attend all Help Desk training sessions
• Become familiar with available help resources; stay updated on general technology changes or specific district problems
• Become familiar with Questeq policies, services, and staff
• Direct calls to appropriate management and Level II staff as necessary
• Maintain reasonable discipline and decorum in the Help Desk area
• Other duties as assigned by management or Questeq staff

• Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others
• Ability to provide technical assistance and support over the phone; good phone skills, professional demeanor, previous customer service experience strongly desired
• Good problem solving skills; ability to visualize a problem/situation and think abstractly to solve it
• Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multi-task effectively during busy times, exercise patience and professionalism during stressful situations
• Working knowledge of common operating systems and software applications
• Adequate familiarity with equipment found in call center facility and surrounding area
• Work a minimum of 10 hours per week; maximum of 30 hours per week
• This is mostly a remote position - work from home.