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Job Description

The Junior Help Desk Specialist is responsible for providing support to customers requesting assistance with any Access Management supported applications and systems. The Junior Help Desk Specialist will work with customers via phone to conduct password resets, unlock accounts and provide troubleshooting steps to assist the customer as outlined on our system support articles, procedures and work instructions. The Specialist will be required to identify where system issues may be, and if not resolvable, the Specialist will transfer the call to the applicable queue for further processing of the call. As an initial point of contact for applications and systems supported by the MSD, the Helpdesk Specialist must possess strong customer service and communication skills.

Key responsibilities

• Include the following and other duties as assigned.




• Contribute positively to a work environment that is flexible, adaptable, and team-based.




• Demonstrate and support Cognosante Values and Behaviors.




• Provide, receive, and seek feedback in a positive manner to encourage team building.




• Participate in the development and attainment of team and operational goals.




• Perform special projects and assignments as needed.




• Acquire, demonstrate, and apply effective leadership skills.




• Respond to incoming inquiries, telephone from customers.




• Research and resolve inquiries in a professional, timely, and accurate manner




• Document all inquiry activities in the appropriate reporting system.




• Actively participate in training on applications and systems updates




• Be prompt, present, and actively participate in required training




• Complete assessments in a timely manner and to meet/exceed standards as outlined by management




• Seek learning opportunities

Required Qualifications

• High school diploma or GED




• Basic PC skills




• Keyboard skills (typing, 10-key, alpha/numeric)




• Proficient in Microsoft Office: Word, Excel, PowerPoint, etc.

Candidates that do not meet the required qualifications will not be considered.

Additional Minimum Qualifications

• Ability to organize and prioritize workloads




• Ability to work both independently as well as in a team environment




• Ability to assess workload, meet deadlines, and adjust as needed




• Understanding of basic customer regulations




• Excellent communication skills: verbal and written




• Comprehensive reading and interpretive skills




• Maintain professional telephone etiquette in a variety of situations

Preferred Qualifications

• Minimum six months helpdesk experience




• Basic mathematical skills




• Experience troubleshooting IT applications




• Research, analytical, and problem-solving skills