Help Desk Associate

This Helpdesk Support position responsible for providing assistance to employees and customers regarding basic computer hardware and software issues, taking in-coming calls, logging, and routing trouble tickets, and performing tier I troubleshooting, following established procedures and utilizing a knowledge database in a call center environment. This position works under close to moderate supervision, learning through experience.

• Identify, diagnose, and resolve tier I issues for users of the mainframe (using established methodologies), PC users, hardware/software problems, e-mail, Internet, VPN, and local-area network access problems in a call center environment.
• Troubleshoot issues, by asking clarifying questions to discover underlying causes of concern. Escalate issues as appropriate.
• Diagnose and resolve end-user access problems by resetting account passwords and educating them on self-help tools to avoid future occurrences for assistance.
• Utilize enterprise ticketing system to accurately document conversations or correspondences throughout each customer interaction. Update knowledge database with issues accordingly.
• Maintain call ownership and provide regular and continuing communication with customer(s) until resolutions are reached. Demonstrates a sense of urgency to queues and customers.
• Provide general assistance and support in using application programs.
• Analyze phone calls, trouble tickets, and recommend solutions to eliminate issues and/or be more proactive in solving issues at tier I support.
• May assist with the configuration of end-user PC desktop hardware and software.
• May arrange for timely repair of computer equipment covered by a third-party vendor maintenance.

• May help install computer equipment for extremely large moves/adds/changes, as required.
• Other duties as assigned.

EDUCATION AND EXPERIENCE Minimum Qualifications: High school diploma and six months to one year of Information Technology/Help Desk phone support working in a corporate environment or any equivalent combination of skills, knowledge, and ability.

• Strong phone communication skills.
• Ability to multi-task without losing customer focus.
• Must be detail oriented and well organized.
• Knowledge of:
  • desktop/laptop hardware and supporting hardware devices.
  • desktop software: Windows 10, MS Office, Outlook, and Teams, Lotus Notes Call Center CTI software etc.
  • installing and configuring hardware and software
  • technologies found in a support center, telephony, fax, voicemail, internet, and web technologies.
  • Proficient in Microsoft Office Suite.
• Performs work required for this position in an office environment with competing priorities.
• Perform work sitting and talking on the phone for long periods of time, while using a computer.
• Ability to follow written and oral instructions with a demonstrated attention to detail.
• Ability to read, comprehend and interpret technical manuals and procedures provided to resolve problems.
• Ability to diagnose problems and find solutions and ability to focus attention on details.
• Ability to learn new technology quickly.
• Ability to work accurately, efficiently and concentrate for long periods of time in a detailed environment.
• Strong excellent written and verbal communication skills.
• Ability to work effectively in a team environment.
• Ability to promote and support a consistent, professional, customer focus.

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Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.