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