Associate I Help Desk

Computer Task Group, Inc•Birmingham, AL

12d•Onsite

About The Position

This position will provide first-level remote IT support services and assist in the delivery of higher-level technical support to customers. The role involves accurately logging and documenting customer interactions and support requests in the help desk ticketing system. Responsibilities include following established triage procedures to troubleshoot, resolve, or escalate issues within defined Service Level Agreement (SLA) guidelines, and utilizing remote desktop tools to diagnose and resolve end-user PC and software-related issues. The Associate I Help Desk will resolve standard, documented technical problems with minimal supervision, take ownership of customer issues from initial contact through resolution, and maintain a working knowledge of customer support processes. Additionally, the role involves identifying customer training opportunities, participating in technical discussions, and maintaining accurate documentation of troubleshooting steps and issue resolutions. This position requires some driving using a client vehicle and the ability to lift 50 lbs and walk and stand for long periods.

Requirements

Valid driver's license and no more than one moving violation in the past three years.
Able to work with a team and individual.
Able to lift 50 lbs and walk and stand for long period of time.
Strong customer service and interpersonal communication skills.
Proficiency with help desk ticketing systems, Microsoft Windows operating systems, Microsoft Office applications, antivirus software, and communication technologies.
Basic hardware and software troubleshooting skills.
Strong analytical, problem-solving, and critical-thinking abilities.
Ability to work independently with minimal supervision.
Familiarity with web-based support tools and help desk applications such as ProActa and other ticket tracking systems.
Strong organizational skills with exceptional attention to detail.
Ability to work collaboratively in a team-oriented environment.
Willingness and ability to travel as required.
0–5 years of experience in a technical customer support or IT help desk environment.
High School Diploma or equivalent required.
Minimum of one entry-level IT certification required, such as CompTIA A+, Network+, or an OEM vendor certification.
Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.

Nice To Haves

Call center or technical support experience is preferred.
Experience providing remote desktop support is a plus.

Responsibilities

Provide first-level remote IT support services and assist in the delivery of higher-level technical support to customers.
Accurately log and document all customer interactions and support requests in the help desk ticketing system.
Follow established triage procedures to troubleshoot, resolve, or escalate issues within defined Service Level Agreement (SLA) guidelines.
Utilize remote desktop tools to diagnose and resolve end-user PC and software-related issues.
Resolve standard, documented technical problems with minimal supervision.
Take ownership of customer issues from initial contact through resolution, ensuring a positive support experience.
Maintain a working knowledge of customer support processes, including call handling procedures, software applications, operating system environments, and asset tracking.
Identify customer training opportunities related to standard and non-standard products.
Participate in technical discussions with team members and contribute to problem-solving and decision-making efforts.
Maintain accurate documentation of troubleshooting steps and issue resolutions.