Help Desk Support Associate

Responsibilities:

• Candidate needs to be very articulate, sharp and energetic. 
• Must be able to pay attention to detail and the ability to follow processes and procedures.
• Experience with using a knowledge database to resolve issues will be extremely useful. 
• Take incoming Desktop Hardware and Software support calls for end users Majority of calls will be password resets, network and wireless connectivity issues, issues with Outlook, MS Office and proprietary applications. 
• Call should be kept at 3:30 to 4:00 average talk time All Approx. 60% of Calls with be resolved at Tier 1 remaining 40% will be escalated per request of client to ensure incoming call answer time is low. 
• Perform Password Resets on multiple systems and hosts Supports Enterprise Wireless Operations Provide first and second level support for remote user laptops 
• Provide support for company VPN/Remote solution. Prioritize and escalate issues to other management/staff 
• Provide international support for overseas operations. 
• Communicate, and/or Escalate to 2nd Level Support Teams, if need exists Enter pertinent information and updates of reported incidents in ServiceNow 
• Reset client passwords according to information security guidelines. 

Skills: 

• Minimum 1 year previous inbound customer service/help desk experience 
• General knowledge of computer products, software and applications 
• Experience with a ticketing software such as Peregrine, or Remedy, HP Service Manager, or ServiceNow 
• Experience working in a technical help desk Exceptional customer service/people skills
   

Qualifications:

• Experience level: Entry Level
• Minimum 1 year of experience
• Education: No Degree Required