Job Summary

The Service Desk Associate serves as the front-line for all technology related issues. Respond to telephone calls and emails for technical support; answer basic questions and resolves basic computer problems in an expedient manner; troubleshoot and resolve hardware and software related problems. Provision various access levels and assign users and computers to proper groups in Active Directory. Provide or coordinate basic training/instruction for customers on proper use of applications and hardware as necessary. Assist with creating knowledge base documents as necessary. Follow standard Service Desk procedures; logs all help desk interactions; effectively use help desk software; transfer unresolved call/ticket to appropriate team/s; provide quality and thorough documentation. Meets and maintain standard industry Service/Help Desk metrics.

Qualifications

• High School diploma or GED required.
• 1 - 2 years of Call Center or Help Desk experience preferred.
• Associate degree in Computer Science, Information Systems or a related field is preferred. Preferred certification:
• CompTIA A+, HDI Customer Service Representative.