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)
Seeking an entry level support professional to join our helpdesk staff. In this role, you will be interacting with customers on a day-to-day basis through phone calls, chats, emails, and a ticketing system. This role requires our helpdesk team to support a variety of software and hardware across different types of environments. You will be tasked with maintaining and monitoring the internal systems and customer systems we support through patching and updates, as well as proactive technical assistance. We are looking for driven and motivated individuals who enjoy new challenges and want to learn a wide variety of vendor systems. Join an innovative and growing company!
“Work Remotely” *Yes / Onsite support as needed
Major/Essential Functions or Key Responsibilities
· Install and configure software and computer systems.
· Troubleshoot and resolve issues with software or hardware.
· Walk colleagues or clients through steps to help them resolve technical problems.
· Utilize the internal documentation and credentials system, and create new documents as needed.
· Analyze records and logs to spot underlying trends and potential issues.
· Support the implementation of new solutions or applications.
· Establish accounts for new users and assist with password or login problems.
· Test, evaluate, and make decisions about new technology for the business.
· Participate in business-wide meetings to provide insight into technical requirements.
· Rotating schedule with compensation for after-hours and weekend care.
· Other duties as required.
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