Siemens IT Solutions and Services, Inc. is one of Siemens operating companies in the United States. Siemens IT Solutions and Services is an internationally leading provider of IT solutions and services. With its comprehensive know-how and specific sector knowledge, this division of Siemens offers solutions and services from a single source – from consulting to systems integration to software development and management of IT infrastructures. Siemens IT Solutions and Services has 43,000 employees and posts annual worldwide sales of more than $6.5 billion USD. For more information, please visit www.usa.siemens.com/it-solutions. 

Job Description
At Siemens IT Solutions & Services, Inc. (http://www.it-solutions.usa.siemens.com), the Helpdesk Agent will demonstrate an ability to interface and consult with all levels of Management and interface with Customer contacts, as a Strategic Business Partner. Each has a proven history of generating outstanding business results. In this role, you will be joining a highly skilled and motivated team that prides themselves in being the leaders of Customer Satisfaction and System Support. Your proven ability as a high performer in either the IT Consulting or Outsourcing Industry, will equip you to provide a sort-after level of interaction, as a Business Partner to your customer base. Specific Requirements • Provide support to customers via telephone, e-mail, etc. which includes software troubleshooting, diagnosis, and resolution.• Troubleshoot software, hardware and basic network connectivity problems.• Identify, evaluate and prioritize customer problems and complaints• Analyze customer problems and formulate plans of resolution• Utilize all technical resources to solve customer problems• Escalate unresolved calls to appropriate support specialist or service group• Adhere to defined procedures and standards• Participate in on-going training and departmental developmentBe able to do ongoing process documentation of current and make recommendation / propose future processes.The qualified candidate must possess the above experience & the following specific skill sets:• EDUCATION: BS degree or 1-2 years of equivalent experience. MCP/MCSE/A+ cert. preferred.• EXPERIENCE: Working knowledge of Windows 98/NT/2000/XP, Networking, Microsoft Office, Internet Explorer, and VPN. Advanced knowledge of Microsoft Outlook and Lotus Notes preferred. Prior customer service experience and/or technical phone support is required. • JOB SKILLS: Strong verbal, oral, problem-solving, and follow-up skills, ability to perform several tasks simultaneously. Ability to work independently as well as part of a team environment. Minimum 30 wpm typing skills. General Requirements Job Family Responsibilities: Participates as primary support liaison between company and Dealer help desk. Participates in providing support to customers by resolving semi-complex technical application problems. Participates in maintaining log of problems so that recurring problems can be reported to product development.Key Responsibilities: Performs semi-complex work within technical or paraprofessional area. Effectively identifies problems as they occur and takes appropriate steps to solve them in situations where the problem is not difficult or complex. Refers complex, unusual problems to others. Education: BS degree and 1-2 years of vocational technical training preferred. HS diploma or equivalent required. Specialized IT skills training/certification may be required.Knowledge and Experience: Demonstrates comprehensive working knowledge of a technical or specialty area, and of operations, methods, and practices. Generally, 2-5 years of successful experience in area of responsibility and successful demonstration of Key Responsibilities and Knowledge as presented above. Supervisory experience preferred.Key Working Relationships: Primarily Truck Dealer contacts and in-house support teams.If you meet the above skill set/experience requirements and are interested in working with a world-class technology company, Apply Today! Along with the prospect to grow your career with a financially stable, International industry leader, you will also have the unique opportunity to say to your customers, "We're SIEMENS, We Can Do That!"Siemens is a Drug Free work environment and conduct pre-employment drug screen and background check

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