Customer Service/ Help Desk Associate Position Available In Hillsborough, New Hampshire
Tallo's Job Summary: The Customer Service/Help Desk Associate provides technical support for end users, troubleshooting hardware, software, and network issues. Responsibilities include serving as the primary contact for customer inquiries, troubleshooting technical problems, and documenting support requests. Qualifications include 1-3 years of customer service experience, strong problem-solving skills, and knowledge of operating systems. The position may require working in shifts, including evenings or weekends. The job is recruiting through recblid.
Job Description
The Customer Service / Help Desk Analyst provides first-line technical support for end users, assisting them with troubleshooting hardware, software, network, and other IT-related issues. This role requires strong problem-solving skills, effective communication, and a customer-focused approach to resolving technical issues efficiently.
Key Responsibilities:
Customer Support:
Serve as the primary point of contact for all customer inquiries and technical issues.
Answer calls, emails, and chats promptly, providing accurate and timely information.
Document all support requests and resolutions in the ticketing system.
Technical Troubleshooting:
Troubleshoot and resolve fundamental technical issues related to hardware, software, and networking.
Identify and escalate complex issues to higher-level technical support teams as needed.
Perform diagnostic tests to identify problems and offer solutions to end users.
Software and Hardware Installation:
Assist in the installation and configuration of software, hardware, and peripherals.
Help users with software updates, system patches, and upgrades.
Issue Resolution and Follow-Up:
Monitor and manage open support tickets, ensuring that issues are resolved promptly.
Provide follow-up communication to users to confirm that their issues have been addressed.
Ensure user satisfaction through effective and friendly communication.
Knowledge Base Management:
Contribute to maintaining and updating the knowledge base with solutions to frequently asked questions and common technical issues.
Share tips and best practices with team members and users to promote self-service options.
Training and Support:
Provide training to end users on using specific software, tools, and systems.
Assist in creating user guides and tutorials for common tasks.
System Monitoring and Maintenance:
Help monitor system performance and user activity, reporting any anomalies to the appropriate teams.
Perform routine checks on network connectivity, hardware functionality, and software performance.
Qualifications:
Education:
High school diploma or equivalent; Associates or Bachelors degree in Information Technology or a related field is a plus.
Experience:
1-3 years of experience in a customer service or technical support role.
Skills:
Strong troubleshooting and problem-solving skills.
Excellent verbal and written communication skills.
Basic knowledge of operating systems (Windows, macOS, Linux) and common software applications.
Familiarity with common IT tools (ticketing systems, remote desktop applications, etc.).Ability to prioritize tasks and manage multiple support requests simultaneously.
Certifications (Optional): Comp
TIA A+, ITIL
Foundation, or similar technical certifications are a plus.
Personal Traits:
Strong attention to detail and organizational skills.
Empathetic and patient when dealing with customers.
Ability to work independently as well as part of a team.
A positive, customer-focused attitude.
Working Conditions:
Depending on the business needs, this position may require working in shifts, including evenings or weekends. recblid m4mdpxvb8hj4hl9swi6kngeeqe36mu
