Professional Desktop Support

The IT Help Desk Associate provides technical end-user support to a variety of employees, teams and executives. This position is the initial point of contact for technical support requests received by phone, e-mail or other methods. This position is responsible for installing, diagnosing, repairing, maintaining, and upgrading hardware and other IT equipment to ensure optimal performance. The successful candidate must provide quality support to end users with high degree of customer satisfaction in a timely manner by taking ownership of requests, utilizing their technical knowledge, resulting in resolution, delegation, or coordination of efforts with IT management.

Job Responsibilities:

• Serve as a first point of contact to end users by responding to technical assistance requests by phone, email, or in person.
• Diagnose and resolve technical hardware and software issues. Follow established procedures to resolve user issues.
• Assist with the deployment/upgrading of laptops, PCs, tablets, and other devices
• Perform onsite and remote troubleshooting through diagnostic techniques and asking pertinent questions
• Determine the best solution based on the issue and details
• Walk the user/employee through the problem-solving process
• Escalate unresolved issues to a senior IT resource
• Keep accurate documentation pertaining to resolutions and root cause analyses
• Follow-up and update IT requests with status updates and accurate notes

Qualifications:

• Experience level: Experienced
• Minimum 5 years of experience
• Education: Associates

Skills:

• Desktop Support
• Helpdesk
• Windows Troubleshooting
• Microsoft Support
• Active directory