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Title 

Helpdesk Agent II


DescriptionAbout NCR Corporation
NCR Corporation (NYSE: NCR ) is a global technology company and leader in automated teller machines, self-checkouts and other self- and assisted-service solutions, serving customers in more than 100 countries. NCR 's software, hardware, consulting and support services help organizations in retail, financial, travel, healthcare and other industries interact with consumers across multiple channels. NCR's Shared Services is a leading global IT support service provider. NCR is a service partner with leading technology companies -- Cisco, Nortel, Sun, Dell, HP and others...

Position Description
Summary of Duties: The Help Desk Agent II will work in a fast-paced call center help desk environment providing technical hardware support to the USPS enterprise. The technical support is delivered via 100% phone support to troubleshoot hardware/software related issues. Agents must be a customer service focused team player who is able to work independently, organize, multi-task and prioritize task work. Employee is highly autonomous and performance assignments related to implementation and operational support of the USPS enterprise. Agents are required to participate in the development of CKS articles when unknown hardware issues are discovered. 

Duties
*Primary responsibility call and incident management. Calls are made and received via Avaya Interface (ACD) call system or lucent technology. Incidents are managed via Remedy ticketing system.
*Remedy incidents include the following:
oDiagnosis
oSteps for troubleshooting
oTools used for troubleshooting (CKS or script)
oNext steps for troubleshooting
oEscalations, why and what group 
oRoot Cause Resolution
*Able to follow through open cases involving customer inquires/complaints.
*Advanced knowledge in troubleshooting hardware/software issue to determine root cause
*Order part replacement (when necessary).
*Q-Monitor duties as assigned.
*Accept general responsibility of computer lab to ensure operational and functional.
*Follow standardized departmental policy and procedures for diagnostic, troubleshooting and problem solving under the direction of senior staff.
*Special Projects as assigned.
*Meet corporate and departmental objectives.

Basic Requirements:
*High School Diploma or GED required
*Must be able to obtain and maintain USPS Federal Secret Clearance
*Technical Skills required: Windows 95/98, 2000, XP/NT, Microsoft Office Suite, TCP/IP, IP Protocols, LAN, WAN, VPN, CISCO IP Phones, DOS Commands, Active Directory, Remedy, Knowledge Base Systems, Database Scripting, Visual Basic Macros, SQL queries, HTML, XML, CPU hardware troubleshooting

Preferred Requirements:
*2 years experience in retail or position requiring interaction with public in service capacity. 
*Technical/Associates Degree preferred in computer-related area field of study. 
*Technical certifications through military or on-the job training acceptable. 
*2 years call center experience, technical help desk or support environment preferred. (3 years+ providing informal pc support in school, work, or peer group environment is acceptable.) 


**NCR offers includes a competitive base salary, 401(K), strong work/family programs, and medical, dental and disability coverage

**Relocation assistance is not available for this position

Statement to Third Party Agencies
To ALL recruitment agencies: NCR accepts resumes only from agencies on the NCR preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR employees, or send to any NCR facility. NCR is not responsible for any fees or charges associated with unsolicited resumes.

EEO Statement
NCR is an equal opportunity employer. It is NCR's policy to hire, train, promote and pay associates based on their job-related qualifications, ability and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, marital status, age, physical or mental disability, sexual orientation or veteran status.

Requirementsneed to be available for all 3 shifts....10am to 7pm approximately.

need to obtain secret clearance.... interviewing week of 8/14...

LocationMD, Germantown


 

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