Help Desk Associate
Key Accountabilities
• Receives incoming help requests from end users via both telephone, helpdesk tickets in a courteous manner.
• Builds rapport with key operators, IT teammates and end users to provide outstanding service.
• Prioritizes and schedules problems.
• Escalates problems (when required) to the appropriately experienced technician.
• Applies diagnostic utilities to aid in troubleshooting. Identifies and learns appropriate software and hardware used and supported by the organization.
• Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configurating systems and applications.
• Performs preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Performs post-resolution follow-ups to help requests.
• Develops help sheets and frequently asked questions lists for end users.
Required and Preferred Skills and Experience
• Entry level, 1-3 years of experience.
• Provides technical and/or administrative support.
• Demonstrates the ability to learn terminology, applications and standard procedures for performing the job function.
Shifts will be weekdays during training and the initial period of them being on the phones after training.
After that period, there is a very good chance that they will be moved to a weekend shift but not guaranteed.
A requirement of this job is that they can work both Saturday and Sunday.
The job schedule for the weekend is 4×10’s with two shifts: Saturday-Tuesday and Thursday-Sunday. Times vary depending on staffing needs.
