IT Help Desk Associate
About The Position
Technology and Information Services teams and their projects. The primary role of this position will be assisting in a broad range of help desk duties including troubleshooting issues and peripheral support through tickets and calls 100% of the time. The help desk technician must deliver outstanding customer service in a timely and efficient manner and with a demonstrated commitment to first call resolution and overall customer satisfaction. This position will require a thorough knowledge of problem escalation and follow-up processes to ensure a timely resolution of reported issues.
Requirements
- Experience working in a call center, help desk, or a technical support related role for one to two years.
- High School Diploma, Associates, or higher degree preferred.
- Must have competent technical skills, particularly in a corporate environment.
- Access to reliable transportation.
- If driving an automobile while on company business, must possess a valid driver’s license in state of residence and auto insurance.
- Demonstrated ability to: Effectively present information, and respond to questions from managers, associates, and the public.
- Work well within a team but also works well autonomously.
- Manage multiple responsibilities, a high volume of work, and adjust to changing priorities.
Responsibilities
- Provides tier 1 help desk support utilizing the ticketing system and help desk phone line.
- Supports corporate iPhones and laptops using a mobile device management system (Microsoft Intune).
- Provides new user orientation.
- Assists users via face-to-face visits, telephone support, and remote access.
- Assists in deploying hardware, software, and the retirement of obsolete hardware.
- Follows procedures and processes to record initial call information, steps taken toward resolution, and final resolution into help desk ticketing system and document repository.
- Maintains constant communication about ongoing issues with designated staff.
- Assists in developing and maintaining solutions in knowledge based systems.
- Willingly completes other duties as assigned to advance the mission of Choices.
Benefits
- Medical
- Dental
- Vision
- Employer Paid Life Insurance
- Short & Long Term Disability
- 401k Match
- Tuition Reimbursement
- Paid Parental Leave
- Generous PTO plan
- Qualified employer for the Public Service Loan Forgiveness Program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
