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Helpdesk Support
Job
Turner Warren Hwang & Conrad Accountancy
Burbank, CA (In Person)
$57,200 Salary, Full-Time
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Job Description
Job Summary:
The Help Desk I role is responsible for delivering quality customer service to Firm customers, Partners and professionals by providing a dedicated call center service for requests by phone and email. The Help Desk I role is responsible for the efficient and effective operations of the Help Desk within their area of expertise. Additionally, the Help Desk I role maintains knowledge of current systems and hardware to ensure correct and consistent application of firm-wide procedures. The person in this role must be able to work with a sense of urgency and be comfortable working in a fast-paced evironment.Job Duties:
Provides the assigned Level I technical support for all service requests entering the Help Desk. Troubleshoots remotely to identify deployed hardware, software and Enterprise application issues. Interviews users to gather information about a problem, to correctly identify and categorize the problem. Evaluates issues and escalates to a higher level as appropriate. Assists with system hardware and software diagnostics. Ensures that all documented processes are adhered to and departmental compliance is achieved. Reports possible trends in a timely fashion to the Systems Administrator. Provides a resolution to return service to users as quickly as possible. Accurately logs problems and updates ticket history to document troubleshooting steps and resolution. Creates technical documentation and FAQs for addition to the knowledge base. Develops workarounds and interim solutions for known issues to minimize user disruption. Evaluates various alternatives to resolve known issues and recommend best course of action to the Systems Administrator. Ensures effective and rapid response to disruptions in service. Reviews and improves the accuracy and content of the Help Desk knowledge base. Seeks to acquire a high level of knowledge of business line applications, workstation operating systems and other software. Other duties as required.Qualifications, Knowledge, Skills and Abilities Requirements:
- High school diploma/GED required
- Currently pursuing a Bachelor's degree in Computer Science or related field
- Technical Support or Customer Service Industry experience preferred
- Thorough understanding of computer systems, mobile devices and other tech products
- High level of comfort learning new software tools
- Strong ability to troubleshoot independently
- Ability to review and interpret technical information and translate it for a less-technical audience
- Ability to handle multiple competing priorities and customer needs while maintaining a high level of discipline, flexibility and professionalism
- 1-2 years in a Help Desk position is strongly preferred
Software:
- Microsoft Windows operating systems
- Microsoft Office Suite
Adobe Acrobat Language:
English Other Knowledge, Skills & Abilities:
- Strong oral and written communication skills.
- Excellent interpersonal and customer relationship skills
- Capacity to work in a deadline-driven environment while handle multiple complex projects/tasks simultaneously with a focus on details.
- Capable of successfully multi-task while working independently.
- Ability to rely on extensive experience and judgment to plan and accomplish goals.
- Capable of working well under pressure while dealing with unexpected problems in a professional manner.
- Capacity to communicate and interact with all levels of employees and management.
- Ability to interact and build relationships and consensus among people.
- Capacity to effectively instruct end users in the use of equipment and/or software by providing advice regarding policies and procedures.
- Ability to research and resolve problems, acquire and maintain knowledge of relevant software solutions and support firm policies and procedures.