IT Help Desk Support

Turner Warren Hwang & Conrad Accountancy Corp • Burbank, CA

387d • $45,000 - $60,000

About The Position

The Help Desk I role at Turner Warren Hwang & Conrad Accountancy is focused on delivering quality customer service to clients and professionals through a dedicated call center service. This position is responsible for the efficient operation of the Help Desk, providing technical support for service requests via phone and email, and maintaining knowledge of current systems and hardware to ensure adherence to firm-wide procedures. The role requires a sense of urgency and the ability to work in a fast-paced environment.

Requirements

• High school diploma or GED required.
• Currently pursuing or holds a Bachelor's degree in Computer Science or related field.
• Technical Support or Customer Service Industry experience preferred.
• Thorough understanding of computer systems, mobile devices, and other tech products.
• High level of comfort learning new software tools.
• Ability to review and interpret technical information for a less-technical audience.
• Ability to handle multiple competing priorities and customer needs with professionalism.
• 1-2 years in a Help Desk position is strongly preferred.
• Strong oral and written communication skills.
• Excellent interpersonal and customer relationship skills.

Nice To Haves

• Experience with Microsoft Windows operating systems.
• Experience with Microsoft Office Suite.
• Experience with Adobe Acrobat.

Responsibilities

• Provides Level I technical support for all service requests entering the Help Desk.
• Troubleshoots remotely to identify hardware, software, and Enterprise application issues.
• Interviews users to gather information about problems to correctly identify and categorize them.
• Evaluates issues and escalates to a higher level as appropriate.
• Assists with system hardware and software diagnostics.
• Ensures adherence to documented processes and departmental compliance.
• Reports trends in a timely manner to the Systems Administrator.
• Provides resolutions to return service to users quickly.
• Accurately logs problems and updates ticket history to document troubleshooting steps and resolutions.
• Creates technical documentation and FAQs for the knowledge base.
• Develops workarounds and interim solutions for known issues to minimize user disruption.
• Evaluates alternatives to resolve known issues and recommends actions to the Systems Administrator.
• Ensures effective and rapid response to service disruptions.
• Reviews and improves the accuracy and content of the Help Desk knowledge base.
• Seeks to acquire a high level of knowledge of business line applications and workstation operating systems.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: High school or GED