POSITION SUMMARY: Under general direction, responds to complex service requests and complaints over the phone. Works with customer to provide basic trouble shooting techniques over the phone. RESPONSIBILTIES: Provides onsite support and on-call technical and subject matter expertise to customers. The Help Desk is responsible for providing immediate technical assistance and processing customer service requests for the customers as well as, collecting and disseminating statistical information as it relates to the usage and reliability of all systems. Informs customers about services. Investigates complaints. Adjusts complaints and ensures maximum good will from transactions. Reports number and types of complaints. Keeps supervisors informed of service trends. Maintains appropriate records and prepares required reports. May operate computer terminal and perform word processing assignments and related clerical tasks. EDUCATION & EXPERIENCE: Typically requires bachelor's degree or equivalent and two to four years of related (sales and/or technical) experience. Customer service experience in a telecommunications, high tech, or electronics environment. PHYSICAL DEMANDS: Normal demands associated with an office environment. Ability to work on computer for long periods and communicate with individuals by telephone, email and face to face. Some travel may be required.