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)
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JOB PURPOSE:
Responsible for maintaining a high level of customer service by providing technical support to users efficiently and accurately. Provide technical and troubleshooting assistance over the phone related to computer hardware and software, mobile devices, and other tech tools and products. Responds to queries, diagnose, and resolve problems related to operating systems, hardware, and software programs, isolates problem, and determines and implements a solution.
ESSENTIAL JOB RESPONSIBILITIES:
ESSENTIAL QUALIFICATIONS:
EDUCATION: Associate or Trade School Degree, or High School education with a combination of experience in the Information Technology field.
EXPERIENCE: Preferred: 2 years' experience working in a Microsoft Windows environment:
ATTENDANCE: Must maintain regular and acceptable attendance at such level as is determined in the employer's sole discretion.
LICENSES: Driver's License with clear record. Information Technology Certification preferred but not required.
VEHICLE: Must have daily use of a vehicle without prior notice.
OTHER: Must be available and willing to travel to various locations and with such frequency as the business need dictates.
Endeavors and Endeavors Unlimited, Inc. provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or status as a veteran in accordance with applicable federal laws. Endeavors and Endeavors Unlimited, Inc. also complies with applicable state and local laws governing nondiscrimination in employment in every location its employees are working. This policy applies to all terms and conditions of employment, including but not limited to: hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Endeavors and Endeavors Unlimited, Inc. are Equal Opportunity Affirmative Action Employers.
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