Help Desk Support 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 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 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 works under moderate supervision. Gaining or has attained full proficiency in a specific area of discipline. To be a Help Desk Support typically requires 1-3 years of related experience. (Copyright 2024 Salary.com)
General Summary:
The Help Desk Technician provides remote technical support and assistance to end-users of telecommunications, broadband, and video providers nationwide. This position troubleshoots issues and ensures a friendly, helpful, and timely resolution. The Help Desk Technician will possess excellent communication skills and a strong ability to diagnose and resolve technical issues remotely. The Technician uses troubleshooting techniques to connect customers to the ISP-provided service and maintains detailed documentation of every customer interaction.
Essential Job Functions:
Other Responsibilities:
Knowledge, Skills & Abilities:
Education and/or Experience:
No prior experience or training is required. The Company provides an on-the-job training program.
Certifications, Licenses, Registrations:
Other Qualifications and/or Credentials:
Physical Requirements:
PHYSICAL REQUIREMENTS |
0-24% |
25-49% |
50-74% |
75-100% |
Seeing: Must be able to read computer screens and various reports. |
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X |
Hearing: Must be able to hear well enough to communicate with employees and business contacts. |
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X |
Standing/Walking: |
X |
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Climbing/Stooping/Kneeling: |
X |
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Lifting/Pulling/Pushing: |
X |
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Fingering/Grasping/Feeling: Must be able to write, type, and use a phone system. |
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X |
Sitting |
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X |
Working Conditions:
Good working conditions with the absence of disagreeable conditions. Climate controlled building with adequate lighting and space. The noise level in the work environment is usually moderate.
Note:
To perform this job successfully, an individual must be able to perform the essential duties satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
Disclaimer:
The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.
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