Help Desk Clerk Job at Merkle Response Management Group
Help Desk Clerk
Provides internal & external users, and in some cases clients, with support services relating most specifically to hardware/software/process implementations and functionality to meet or improve upon processing requirements.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Manages the day-to-day usage of the “helpdesk application”, which includes review of all open “tickets” submitted by and/or assigned to Merkle Response staff. This includes follow-up for status, assignment/reassignment of ownership/timeline as necessitated by day-to-day activities, and daily statistical reporting of open tickets.
Provides standard Help Desk support for internal users, including rotation within the “after-hours” helpdesk function.
Gathers technical requirements information via interaction with various staff members, and in some cases through direct interaction with clients/vendors. Interaction with consultants and external support services as necessitates.
Implements hardware & software as necessitated by client/user/vendor requirements.
Provides documentation relating to hardware/software/processes to assist in the training and implementation.
In cases deemed necessary, provides hands on training to users.
Apply patches and fixes when internal and external corrective actions are requested.
Creates and utilizes processes for systems and data security via file management tasks and data archiving.
Performs inbound file-processing as relates to data capture & credit-card authorizations.
Assists with programming tasks as necessitated, most specifically related to testing of changes and provided resources for new features/functions/applications.
May be requested to assist additional groups as necessitated, including production processing tasks.
Provide standard progress reporting to manager and individual(s) requesting the completed services(s).
Merkle RMG is an equal opportunity employer
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