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)
Description of the Position:
The role of the Help Desk Technician is to assist internal and external customers who are
experiencing procedural or operating difficulty with the use of corporate applications, products,
or services. The Help Desk Technician is responsible to ensure that an effective solution is
provided to the user.
• Follow corporate and site-specific Good Manufacturing Practices and report noncompliance
when observed.
• Observe all company safety rules and assist in enforcement as appropriate.
• Other duties as assigned.
Provides 1st line technical support; answering support queries via phone and Help Desk
ticket system.
• Maintains a high degree of customer service for all support queries and adhere to all service
management principles.
• Takes ownership of user problems and be proactive when dealing with user issues.
• Logs all calls in the Help Desk ticket system.
• Respond to enquiries from customers and help resolve any hardware or software problems.
• Maintain and update help request log of any software or hardware problems detected.
• Support users in the use of company applications and computer equipment by providing
necessary support and advice.
• To arrange for external technical vendor support where problems cannot be resolved in
house.
• Keeping up to date with technical and industry developments.
Benefits
• Medical, Dental, Vision (short wait period) (multiple options available)
• 401(k) with matching program
• Company paid short term disability
• Paid holidays, vacation, and sick time
• Friendly and Open-Door culture
• Salary Range: 48k - 56k
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