Help Desk Technician Assistant (Onsite, Oklahoma City, OK)

Gainwell Technologies LLC•Oklahoma City, OK

11d•$27,200 - $38,800•Onsite

About The Position

The Help Desk Technician Assistant supports help desk agents and customers with basic technical and telephone-related issues. The role provides scripted guidance for software and hardware problems, resolves or escalates more complex issues through established procedures, and logs and tracks inquiries in a problem management database. The assistant identifies, evaluates, and prioritizes customer problems and complaints to help ensure appropriate resolution. This is an onsite position in Oklahoma City, Oklahoma, with a Monday–Friday schedule from 8:00 AM to 5:00 PM and occasional travel of 0–10%.

Requirements

High school diploma or GED.
Zero or more years of technical or customer support experience.
Experience working with company products and operating systems.
Experience solving computer-related problems.
Experience with company escalation policy.
Proficiency in Windows, macOS, and Linux, and familiarity with mobile and cloud operating system environments.
Ability to diagnose and repair computer components, assemble parts, and troubleshoot printers, monitors, and docks.
Understanding of TCP/IP, DNS, DHCP, routers, and Wi-Fi setup for resolving connectivity issues.
Experience with Active Directory for password resets, account creation, and domain joins.
Experience using IT service management help desk software, remote-access tools, and asset tracking.
Knowledge of antivirus tools, firewalls, disk encryption, and patching.
Systematic, analytical problem-solving skills.
Ability to explain technical information clearly to non-technical users.
Patience and empathy when assisting frustrated or stressed end users.
Time-management skills, including prioritizing urgent outages while handling multiple support tickets.

Nice To Haves

One or more years of technical or customer support experience or training in computer support is preferred.

Responsibilities

Assist help desk agents with telephone issues and inquiries to ensure customer needs are met.
Help customers resolve basic technical problems by providing scripted guidance about software and hardware issues.
Resolve technical problems or refer more complex issues through the defined escalation process.
Log and track inquiries using a problem management database and maintain history records and related problem documentation.
Identify, evaluate, and prioritize customer problems and complaints to ensure inquiries are resolved appropriately.