Help Desk Specialist

Job Description

Endpoint Coordinator – 36594465_53794

12+ months - $22 / hr

Rochester, MN

Description :

This position is a customer service, Front desk position for Endpoint equipment. This person will assist walk-in customers with such requests as providing and receiving Loaner Laptop systems, working with customers dropping off or picking up computers that have been services, assisting customers looking for assistance with on-the-spot support with computers and / or mobile devices.

Requirements :

TOP PRIORITY is Excellent Customer Service Skills. Some familiarity with Endpoint Equipment. Does not need to be able to technically solve issues but has skillset to provide interaction between customers and service technicians. Familiarity and proficiency with MS Office applications.

Job Summary :

Endpoint Specialists act as the primary customer liaison for all moves, adds and change requests to the workstation environment.

Job Responsibilities :

• Coordinating the ordering, configuration, installation, and removal of all computers, printers, copiers, and related peripheral equipment.
• Work directly with customers to evaluate needs pertaining to new requests for services; preferred configuration of devices; inquiries on products and orders; and / or returns for product that has been ordered but no longer needed.
• Gather, document, and evaluate specific customer requirements to ensure product order is accurate, complete, and will support the customer's needs.
• Acting on behalf of the customer, order electronic equipment within Lawson, identify and troubleshoot any ordering issues, and engage senior work unit personnel and / or Supply Chain Management staff to resolve any issues, keeping the customer up to date on order status.
• Excellent interpersonal communication and effective time management skills to deliver outstanding customer service in a team-based environment.
• Project management proficiencies of effectively evaluating process improvement opportunities in regard to equipment order lifecycle; thorough documentation of work; and the ability to document and communicate concepts and procedures such as hardware and software requirements, purchase requisition information, moves / adds / changes coordination / scheduling, and other various workflows in a clear, concise, easy-to-understand manner for a large and diverse customer base.

Required Skills & Experience :

Required Education :

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