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)
POSITION DESCRIPTION
Job Title: IT Help Desk Technician
Department: IT
Reports To: IT Manager
Position Type: Non-exempt
Supervises: N/A
Effective: April 2024
Purpose of Position:
Facilitating the seamless operation of essential IT services and enhancing the overall experience for the co-op's employees and members. The Help Desk Technician provides tier 1/2 support. In addition, they will be assisting with maintaining, implementing, and optimizing our organization's network infrastructure under supervision. This role requires understanding computer concepts, security principles, customer service skills, and troubleshooting techniques. The ideal candidate will be proactive, detail-oriented, and able to work independently and collaboratively within a team environment.
Minimum Job Specifications:
These specifications are not intended to cover all aspects of the position as the scope and duties may change or be altered based on the business needs of the cooperative.
South Kentucky RECC is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.
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