Associate Help Desk Support Specialist

What you will be doing: As an Associate Help Desk Support Specialist, you will be the first point of contact for our employees seeking technical assistance. You will provide support for technical issues, ensuring smooth and efficient operations. Your role will involve troubleshooting, diagnosing problems, and guiding users through step-by-step solutions.

Responsibilities:

Respond to requests for technical assistance in person, via phone, or electronically. Monitor helpdesk reporting queue and follow-up on open requests. Diagnose and resolve technical hardware and software issues. Research questions using available information resources. Advise users on appropriate actions. Follow standard help desk procedures. Log all help desk interactions. Administer help desk software. Identify and escalate situations requiring urgent attention. Track and route problems and requests and document resolutions. Prepare activity reports. Stay current with system information, changes, and updates. Work with infrastructure administrators to test tools and solutions.

Skills:

Excellent communication skills (written and verbal). Strong problem-solving skills. Ability to work independently and as part of a team. Intermediate to advanced knowledge of computer hardware and software. Administrative knowledge of both Windows and Mac operating systems. Understanding of networking fundamentals. Must be able to sit and stand intermittently, use a keyboard, climb stairs occasionally, and lift up to 25 pounds with or without accommodations.

Education:

A.S. in Information Technology or a related field, or equivalent experience.

Years of Experience:

0-2 years of experience in a help desk or technical support role.