Got Contacted by Another Recruiter - Unsure of Help Desk Role

My Other Self

I seem to be lucky in getting contacted by recruiters (which is a start). Part of the problem I'm running in to is the positions itself... maybe I'm lost on what a help desk position actually is. I always envisioned it as fixing computer problems (figuring out what's wrong with something, mapping a drive or a printer, basic stuff). We have IT help here where I currently work, and although they help us with programs developed for our business they do a lot of general help. A lot of these I've come across and those that I'm being contacted about seem very company specific and more like customer service jobs. I can't fathom how an A+ cert or any computer knowledge is relevant to these jobs. I get you have to "start" somewhere, but let's say hypothetically I accepted this position - I don't know how I could evolve in to network admin stuff.

See below:

General Position Summary: This position will answer incoming calls and support customer and vendors while ensuring quality customer service, and adhering to the policies and procedures of the business. This level will support our customers, stores and vehicle purchasing offices for any support needed related to ownership document/paperwork and system operations. They have extensive knowledge in all business policies and procedures to support the stores and administrative departments. They will support the end user with all business application questions, support or training needed. They are responsible for adding, updating and maintaining system and user profiles. They will assist with application and user group updates while adhering to the business control while maintaining compliance with the business security matrix. They will turn in monthly metric reports for the department including all support provided to customers and vendors. They will also comply with all Service Level Agreements with customers and vendors.
Essential Functions:
1. Price changes
2. Maintain and update user groups
3. Disable or remove terminated employees from each application
4. Monitor and edit user groups
5. Support all escalated calls and communicate the resolution
6. Complete monthly metrics for all store and customer support provided
7. Act as application system and business process support for the end-users
8. Create and maintain system documentation.
9. Perform testing for development enhancement, production changes
10. Update company documentation of Information
11. Communicate system updates
12. Train on phone and at customer sites
13. Schedule the coverage of the Support Center 7 days a week 5:00a.m. to 6:30p.m. Pacific Time
14. Train all L1 and L2 Support representatives on Job Duties
15. Other duties as required

Qualifications:
1. High school diploma or equivalent.
2. At least 3 years working experience in the related field is required for this position.
3. Extensive knowledge of the business policies and procedures
4. Understanding of Security Matrix
5. Understanding of the application groups
6. Understanding of the business controls
7. Desktop Applications including but not limited to Microsoft Word, Excel, and Access
8. Microsoft Windows
9. Networking Basics
10. Desktop operating systems, PCs, and printer hardware
11. Must possess good communication skills
12. Must be willing to work overtime when needed
13. Applicant must be proactive and work independently without constant supervision
14. Well- organized individual; excellent people skills
15. Enthusiastic, can do , entrepreneurial attitude
16. Articulate and well-spoken; confident and friendly
17. Customer service orientation and ability to teach on phone and at customer locations as needed.

My Other Self

Can anyone offer any insight? I guess I might be over thinking it, but this industry is so new to me.

Kinet1c

Tbh, sounds more administration then tech. Maybe it's the way they have it worded.

coreyb80

Kinet1c wrote: »

Tbh, sounds more administration then tech. Maybe it's the way they have it worded.

I agree. Definitely sounds like a combo of help desk and admin, but more admin support. I say go for it, the worse they can say is NO.