Administrative Assistant

JOB TITLE: Administrative Assistant

I. Primary Function

The Administrative Assistant is responsible for attaining the utilization of internal and field technical resources through daily scheduling of service requests. Also to be available for minor clerical work.

Perform service request intake from clients; assign, schedule and dispatch service engineers for remote or onsite service according to urgency, and contractual service level agreement (SLA). Strong client relations are a must.

II. Typical Duties and Responsibilities

• Act as the single point of contact to the client for all types of service requests
• Pre-process service requests as they arrive through email, manual entry, or phone.
• Assist in scheduling internal and field technical resources
• Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Improve client service, perception, and satisfaction
• Fast turnaround of client requests
• Ability to work in a team and communicate effectively
• Improve usage and increase productivity of IT support resources
• Escalate service requests that cannot be scheduled within agreed service levels
• Report the utilization of IT Support resources and successful completion of service requests to the Service Manager
• Assist managers with clerical work (scanning, filing, mailing, scheduling)
• Coordinate shipping (UPS & FedEx)
• Responsible for running errands

Ill. Qualifications and Experience

• High school diploma
• Experience in Office 365 suite, computer applications and willingness to learn new technology systems
• Previous Client Service or phone related skills
• Familiarity with computer system support terminology concepts.

lV. Knowledge and Skills

• Basic computer and operating system knowledge
• Interpersonal skills: such as telephony skills, communication skills, active listening and client-care
• Ability to multi-task and adapt to changes quickly
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all organization’s key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast moving environment

Job Type: Full-time

Pay: Up to $42,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Ability to Relocate:

• Dunmore, PA 18512: Relocate before starting work (Required)

Work Location: In person

Salary : $42,000