Help Desk Support Assistant responds to end-user requests for technical assistance by phone, email, or ticketing system. Troubleshoots and resolves basic computer, application, system, device, access, or performance issues. Being a Help Desk Support Assistant uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards. Utilizes product information or solution database to research, troubleshoot, and deliver solutions. Additionally, Help Desk Support Assistant advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed. Escalates problems to appropriate levels or teams to achieve issue resolution. May support installs or upgrades of software or devices, set up user profiles, or re-set passwords. Fulfills all service level standards for response time and quality. May require an associate degree. Typically reports to a supervisor. The Help Desk Support Assistant works under the close direction of senior personnel in the functional area. Possesses a moderate understanding of general aspects of the job. May require 0-1 year of general work experience. (Copyright 2024 Salary.com)
Do you look forward to going to work every day?Now is a great time to join the helpdesk division of our well established, fast growing technology firm (MSP) located in Beverly MA. Not only do we take great pride in what we do, we have fun doing it! We are a tight knit, high paced, high speed, high energy crew that enjoys working together. We are looking to add a personable, energetic & creative Helpdesk Tech to our team who can take the reins on helping our clients be productive and profitable by minimizing issues related to their I.T. infrastructure. As our company grows, so will the responsibilities of this position, so, this won’t be an easy role but I can guarantee you this; you will enjoy coming to work every day and the only time you will “watch the clock” is when you glimpse up in amazement and say, “Man! I can believe its 5pm already, again!” Please check out the list of some of the skills and knowledge that will be required to fill this position, and if you think you’d be a good fit, carefully follow the list of instructions below.
GENERAL SUMMARY:
The Helpdesk Technician is responsible for immediate, remote response to I.T. related issues submitted by clients via email, phone or out automated ticket system.
Essential Duties and Responsibilities:
Remotely, quickly & efficiently diagnose and resolve I.T. related client issues. Will be responsible for quality trouble ticket follow-up, completion, management, escalation and/or dispatch. Clearly and concisely document actions taken, knowledgebase and/or “How to Articles”. Ensure client satisfaction on a daily basis and reducing client issues are essential in this position. Identify trends with client issues, document and help plan permanent solutions for reoccurring issues.
Knowledge, Skills, and/or Abilities Required:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Expected Outcomes:
Educational/Vocational/Previous Experience Recommendations:
Working Conditions:
The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties will be assigned as needed.
Job Type: Full-time
Pay: $47,000.00 - $52,000.00 per year
Experience level:
Schedule:
Work Location: In person
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