Help Desk Specialist - Part Time - Questeq : Job Details

Who we are:

We are Questeq and we stand for quality. Our technology teams possess the tools to make a real impact. Working with libraries and schools is our niche, making positive cultural changes towards digital transformation is our mission.

What you will be doing:

As our Help Desk Specialist (Part-Time), you will be an integral team member of the eiNetwork that supports the software, hardware, and network initiatives in the 85 Allegheny County libraries. Questeq is a partner with the eiNetwork - a collaboration of the Allegheny County Library Association and the Carnegie Library of Pittsburgh. This fully remote part time position will be part of the weekday, evening (until 9pm) rotation and weekend daily rotation. Candidates must live within 50 miles of Pittsburgh, Pennsylvania.

Essential Functions:

• Open and/or Close Help Desk depending on shift
• Field calls from eiNetwork
• Handling/escalating tickets/enforcing procedures
• Manage emergencies - enter tickets and begin communication process
• Ensure Ticket generation/quality
• Verify schedule/monitor shift changes
• Assure all customers receive service which is prompt, friendly, courteous, accurate, and helpful
• Manage Technician queues
• Monitor Support Emails/Voicemails

Qualifications and Educational Requirements:

• Associate's degree in technology related field (Highly desirable) or equivalent experience
• Must be able to pass PA Criminal Background Check
• Excellent interpersonal skills for both internal and external communications
• Experience providing computer support