Help Desk AssociateThe Help Desk Associate is responsible for answering and documenting incoming requests for technical assistance via support ticket, email, phone, and chat. Using knowledge bases and FAQs on the intranet/internet, the associate will provide some end-user aid and escalate to upper-level support.
Additional functions of the position include creating and updating technical documentation, maintaining a current inventory of hardware and consumables, and recurrent observation of shared hardware resources.
Using Spiceworks to record, track and document the help desk request problem-solving process, including all successful and unsuccessful actions taken, through to final resolution or escalation.
Assisting in providing Level I Support using pre-existing technical documentation and independent research.
Escalating problems (when required) to the upper-level support staff.
Testing and documenting fixes to ensure problems have been adequately resolved.
Performing post-resolution follow-ups with end-users and team members as required.
Developing and maintaining technical documentation for end-users and IT knowledge base.
Performing hands-on fixes remotely or in person, including installing and upgrading software and configuring systems and applications.
Analyzing trends and evaluating documented resolutions to identify recurring issues.
Deployment of end-user hardware including computers, peripherals, and phones.
Maintaining documented inventory of printer consumables and ensuring sufficient supply levels at each printer.
Regularly checking the status of printers, breakout room schedulers, meeting room A/V systems, and other shared hardware resources.
Knowledge & Experience:
Knowledge of computer hardware, including desktops, laptops, smartphones, and tablets.
Experience with both Windows 10 and macOS 10.14 Mojave and later.
Experience with Microsoft Office, Adobe Creative Cloud, web browsers, FTP clients, and other general use applications.
Experience with troubleshooting hardware and software issues.
Exceptional written and oral communication skills.
Strong documentation skills.
Ability to conduct research into a wide range of computing issues.
Ability to absorb and retain information quickly.
Ability to present ideas in both user-friendly and technical language.
Highly self-motivated and directed with keen attention to detail.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Exceptional customer service orientation.
Experience working in a team-oriented, collaborative environment.
Ability to lift and transport moderately heavy objects, such as computers and peripherals.
The ideal candidate should be dependable with an excellent attendance record, work well in a “Team Environment”, be cooperative and respectful.