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)
About GeoLinks:
Founded in 2011, GeoLinks is the fastest growing internet service provider in the state of California. We offer high-speed internet access to businesses, non-profits, and anchor institutions throughout the state, and are committed to providing a positive customer experience. We are a fast-paced, tech-orientated, and customer-focused company that values collaboration and innovative ideas. At GeoLinks, we believe in a work-life balance and offer a positive and supportive company culture.
SUMMARY:
The Help Desk Support Technician 1 will have strong customer support orientation, upbeat, and positive phone
personality with excellent written/email communication skills. The Help Desk Support Technician 1 is
investigative and skilled in having conversations with end users to diagnose issues and determine quick
resolutions. The Help Desk Support Technician 1 must be able to independently work with software and
website navigation. Reports to Help Desk Manager.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Responsibilities include but are not limited too are:
Basic/Tier 1 technical support by phone and email
Monitor, review, and troubleshoot customer-facing network equipment and VoIP systems
Analyze data and traffic to isolate issues and come up with scope of work to correct
Daily review and follow-up of support tickets
Work closely with our NOC and escalate for more technical troubleshooting as needed
Work with Installation Technicians in the Field to turn up new service
Program fixed wireless radios and networking switches to be used in the field
Opportunities to grow and move up, progress
Conduct other duties as assigned
PHYSICAL DEMANDS:
• Ability to sit for long periods of time
COMPETENCIES:
To perform the job successfully, an individual should demonstrate the following competencies:
Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing
style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
Must type a minimum of 40 WPM
Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views;
Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own
interests; Able to build morale and group commitments to goals and objectives; Supports everyones efforts to
succeed.
Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources;
Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect
and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through
on commitments.
Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies
feedback to improve performance; Monitors own work to ensure quality.
Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity;
Works quickly.
Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines;
Reports potentially unsafe personnel behavior.
Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or
method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when
absent; Arrives at meetings and appointments on time.
Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions;
Keeps commitments; Completes tasks on time or notifies appropriate person with an alternate plan.
QUALIFICATIONS:
High energy, being resourceful, and strong multi-tasking skills
Strong customer service skills; friendly, approachable and motivated with a strong work ethic and high degree of
integrity.
Basic computer skills; basic electronics and/or audio/video knowledge is helpful.
Must possess a valid driver's license with a driving record that meets company minimum safety standard.
Excellent oral and written communication skills
Ability to be an effective team member and display initiative
EDUCATION AND/OR EXPERIENCE:
High school diploma or GED preferred; college or technical/vocational school a plus.
BENFITS:
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