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PTC Help Desk Analyst
Ref No.: 18-13605
Location: Cedar Rapids, Iowa
Position Type:Contract
Start Date / End Date: 10/15/2018 to 04/30/2019
Job Summary:
The PTC Help Desk Specialist will be responsible for providing technical assistance and support related to company's Positive Train Control (PTC) Systems. This position will serve as the initial customer entry point for all related inquiries, trouble reports, and maintenance requests associated with PTC aftermarket products and services. The successful candidate will respond to queries in a timely and professional manner, collect all required information, engage the customer in initial diagnosis and analysis process steps, provide recommendations for issue resolution or escalate to the next level of support. The Help Desk Specialist will record and report on all transactions of the customer engagement.
Essential Job Functions/Responsibilities:
Respond to requests for technical assistance in person, via phone, electronically
Follow standard help desk procedures
Log all help desk interactions
Administer help desk software
Research questions using available data, log and other sources of information
Diagnose and resolve technical hardware and software issues
Advise user on appropriate action
Dispatch issue resolution to appropriate resources
Identify and escalate situations requiring urgent attention
Track and route problems and requests and document resolutions
Prepare activity reports
Maintain daily performance of computer systems
Engage with engineering personnel and read available material to become familiar with client Electronics systems and products.
Provide backup support for PTC Support Desk Supervisor.
Qualifications:
Bachelor's degree in Technical/Business related field, Engineering or Sciences preferred. Non- degreed candidates with Military experience in these areas or advanced Military and industrial experience in Project Management will be considered
Minimum of two (2) years' experience in support services or related field required
Working knowledge of fundamental operations of large systems, including software and hardware desired
Knowledge on use of call and data tracking applications, proficient in use of MS Office applications
Knowledge and experience of customer service practices
Effective oral and written communication skills; ability to articulate clearly and concisely, tailored to audience
Ability to develop high level of credibility and strong positive relationships with customers and peer
Preference given to those with Brazilian Portuguese, Spanish and French language skills
Shift Wed -Sat 6am to 4pm or Tues - Sat 6am - 2pm