Help Desk Support, Sr. 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, Sr. 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, Sr. 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, Sr. works independently within established procedures associated with the specific job function. Has gained proficiency in multiple competencies relevant to the job. To be a Help Desk Support, Sr. typically requires 3-5 years of related experience. (Copyright 2024 Salary.com)
1. Previous media experience
2. Experience working remotely.
3. Not primarily IT or Help Desk Experience
4. Able to work 0600am to 0200am EST (0400am - 1200am MST)
5. Works well in a hands-on team environment. This is not a solo job.
Entry Level
All commercial content and distro from the US, network restrictions
Approve adds
Some computer exp. don’t have to be a computer genius
Fully remote, never ask to go into office
Some production background is preferred
Comfort level from computers, distro content for various servers
Troubleshooting
Media is not needed
Responsible for providing the first-line of telephone technical support of hardware and software systems.
• Answers basic questions about installation, operation, configuration, customization, and usage
• Applies basic troubleshooting to identify problems, investigate causes and recommend solutions to correct common failures and provide follow-up.
• Escalates complex problems.
• Performs root cause analysis and develops checklists for typical problems.
• Recommends procedures and controls for problem prevention.
• Enters information into call tracking database.
• Works in a team setting, sharing information and assisting others with calls.
• Experience in a telephone technical support position, giving support to end-users
• Considerable familiarity with MS Office Suite and the Windows environment in general
• May require a Batchelor's degree in a related area
• Excellent oral and written communication skills and phone manner
• Stress resistant, experience in dealing with a novice and /or low-skilled customer base and able to impart knowledge at various levels
• Aptitude for quick learning of technical and procedural topics; a self motivating and self-learning work approach
• Ability to work on multiple, dissimilar activities simultaneously; an analytical mind and excellent team player
Experience: 4-6 years