Service Desk Representative - Kalispell

Position Overview  

At Endpoint our Service Desk Representative is the first, best and daily interaction point between our customers and our company. In this position, you are responsible for supporting all endpoint computing, mobile device, and productivity software. As the face of Endpoint, this role is focused on interpersonal communication skills and good customer service practices. You will respond to customer inquiries in person, via phone, email, and chat. It is critical that associates possess strong verbal and written communication skills.  You will collaborate with other Service Desk Representatives to share knowledge and assist other Service Desk Representatives when needed. 

Location:  Flathead County, Montana or Helena, Montana 

What you will do at Endpoint:

• Effectively be able to resolve of find a solution for the customer’s issue. 

• Manage issues through multiple forms of inbound requests including in person, queue calls (phone), e-mails, Chat, web forms. 

• Accurately record, prioritize, categorize, and track the event or issue in Customer Relationship Management tool. 

• Respond to all Customer requests in timely and professional manner.  

• Have a sense of ownership of the customer’s issue.  

• Coach end users on the appropriate use of equipment, software, and/or reference materials.   

• Assist with all aspects of technical support, including on-site visits as needed.   

• Troubleshoot and resolve issues related to hardware/software, password resets, Microsoft operating systems, security, desktop applications, and peripherals.   

• Research/troubleshoot issues using the tools available.   

• Navigate and maintain reference support materials.   

• Proactively following up on all open issues.   

• Work closely with other team members to identify and suggest resolutions and improvements.   

• Other duties as assigned.   

 What you will need to join Endpoint:  

• Two-year Associates Degree (field related) or equivalent experience required.   

• Must have a minimum of one-year helpdesk experience in a corporate environment, two years preferred.   

• Must have a comprehensive knowledge of computer hardware/software concepts.   

• This position requires extensive working knowledge of hardware/software concepts, including Microsoft products and network/account management tools.   

• Must be able to diagnose and resolve moderately complex system hardware, software, network, and operator issues.   

• Related certifications including Microsoft Technology Associate (MTA), A+, Network +, preferred, but not required.   

• Must be able to read, analyze, and interpret general business/professional journals, technical procedures, or regulations.   

• Ability to effectively present information and respond to questions from groups of managers, customers, other teammates required.   

• Must have excellent customer service and interpersonal communication skills.   

• Must have the ability to work in a team environment and present a professional image.   

• Must be able to multi-task and be flexible with assigned work schedule.  

Physical Demands  

The physical demands described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

• While performing the duties of this job, the employee is regularly required to sit, talk, hear, and operate a computer, telephone, and keyboard.  

• Specific vision abilities required by this job include close vision requirements due to computer work.  

• Regular, predictable attendance is required.  

Work Environment  

The work environment characteristics described here are representative of those a teammate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

• Moderate noise (i.e. business office with computers, phone, and printers, light traffic).  

• Ability to work in a confined area.  

• Ability to sit at a computer terminal for an extended period of time.  

Endpoint Utility LP is committed to the promotion of equal employment opportunity in all our employment programs, practices, and decisions. To this end, we endeavor to select, place, train and promote the best qualified individuals based on job-related factors such as merit, competence, performance, qualifications, and business needs. Endpoint Utility LP prohibits employment discrimination with respect to any term or condition of employment (including recruitment, hiring, working conditions, assignments, promotions, transfers, demotions, reductions in the workforce, terminations, rehire, rates of pay or other forms of compensation, benefits, selections for training, the use of all facilities and participation in all Company sponsored employee activities or benefits) because of a “Protected Characteristic” (defined below). Endpoint Utility LP will comply with applicable laws providing for bona fide occupational qualifications, business necessity or age limitations where appropriate.