IT Help Desk Associate

Overview

Technology and Information Services teams and their projects. The primary role of this position will be assisting in a broad range of help desk duties including troubleshooting issues and peripheral support through tickets and calls 100% of the time. The help desk technician must deliver outstanding customer service in a timely and efficient manner and with a demonstrated commitment to first call resolution and overall customer satisfaction. This position will require a thorough knowledge of problem escalation and follow-up processes to ensure a timely resolution of reported issues.

Essential Duties and Responsibilities

• Provides tier 1 help desk support utilizing the ticketing system and help desk phone line.
• Supports corporate iPhones and laptops using a mobile device management system (Microsoft Intune).
• Provides new user orientation.
• Assists users via face-to-face visits, telephone support, and remote access.
• Assists in deploying hardware, software, and the retirement of obsolete hardware.
• Follows procedures and processes to record initial call information, steps taken toward resolution, and final resolution into help desk ticketing system and document repository.
• Maintains constant communication about ongoing issues with designated staff.
• Assists in developing and maintaining solutions in knowledge based systems.
• Willingly completes other duties as assigned to advance the mission of Choices.

Qualifications

Effectively present information, and respond to questions from managers, associates, and the public.

Work well within a team but also works well autonomously.

Manage multiple responsibilities, a high volume of work, and adjust to changing priorities.

Salary : $42-44,000 annually

Benefits

Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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