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Help Desk Representative II: Advanced Technology Services

ATS grew out of the need for American business to remain competitive in a rapidly changing global economy. From our roots as a spinoff enterprise from Caterpillar, ATS has grown into a leading supplier of outsourced factory maintenance, industrial component repair and IT services for top Fortune 500 companies. ATS has improved the performance for the worlds most sophisticated companies and we owe our nearly 20 years of success to our employees. Your time and your knowledge are important, make the most of both. At ATS, we've continually empowered our employees to develop their skills and advance in their careers. It's our philosophy, along with our uncompromising commitment to customer satisfaction that has made ATS a success and a great place to work. Advanced Technology Services (ATS) is a nationwide leader in providing IT Services and Solutions to large Fortune 100 corporations. Those services include Help Desk, Support, PC Life Cycle Support, PC and Wintel/Unix Server Hardware Maintenance.

ATS has improved the performance for the world's most sophisticated companies, and we owe our success to our employees. Your time and your knowledge are important - make the most of both. At ATS, we've continually empowered our employees to develop their skills and advance in their careers. It's our philosophy, along with our uncompromising commitment to customer satisfaction that has made ATS a success and a great place to work.

ATS has an immediate opening for a Help Desk Representative II in Omaha, NE. In this position, you will serve as the primary interface between the Company and the Customer at the site.

Additional responsibilities include:

• Ability to possibly work on a second shift basis to provide evening customer support
• Receives telephone calls from users having problems using computer software and/or hardware or inquiring how to use specific software, hardware, or operating systems.
• Determines root cause and provides accurate, creative, and timely solutions to PC intermediate software and systems problems to ensure end-user productivity.
• Provides a basic level of hardware troubleshooting, repair and installation on specified product lines to end-users.
• Escalates all unresolved calls to higher support levels.
• Assists in generating defined PC Help Desk performance reports or charts to schedule.
• Attends training sessions and assists in cross training in order to acquire and maintain knowledge of relevant software, hardware, product offerings and support policies at the PC Help Desk.
• Keeps supervisor, customer and other PC Help Desk team members informed of problems and progress.
• Provides other customer services at the PC Help Desk as defined in contract requirements for position.
• Participates in team projects that enhance efficiency of PC Help Desk services.
• Provides mentoring to trainees.
• Researches, resolves and responds to PC software questions received at the Help Desk via telephone calls, callbacks, and other defined mechanisms, i.e. e-mail, all in accordance with approved standards.
• May test software and hardware to evaluate ease of use and whether product will aid user in performing work.

• Associate's degree or equivalent from two-year college or technical school, or three to five years of related experience and/or training, or equivalent combination of education and experience
• Bachelor's degree preferred
• Basic to mid-level competency of programming languages: ASP, .Net, Oracle.
• Familiarity with IT development processes, lifecycle management, and programming languages and concepts preferred
• A+ or MCP Certification
• Excellent verbal/written communication skills
• Ability to read and comprehend simple instructions, short correspondence, and memos and write strong correspondence
• Outstanding communication skills to interact with team members, customers and management
• Team player attitude, organization, self-motivation and ability to prioritize

ATS offers a competitive salary and benefits program which includes:

• Medical/dental plans
• Prescription drug program
• Vision plan
• Flexible spending account

ATS is an Equal Opportunity Employer.
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