IT Service Desk Associate – Part-Time
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Job Description
IT Service Desk Associate providing remote technical support for end users. Resolving technology-related issues with a focus on customer satisfaction.
Responsibilities:
- Provide first-level technical support to end users for technology-related issues.
- Experience with Desktop Remote Control tools (i.e., ScreenConnect, Bomgar LogMeIn, etc.).
- Experience using an incident tracking system.
- Ensure proper documentation for each interaction and escalate when necessary.
- Resolve all issues using standard practices, procedures and company-approved troubleshooting tools and workflow processes.
- Provide support to investigate data anomalies to determine possible root causes.
- Provide solutions and/or recommendations to end user problems reported to Service Desk.
- Maintain a working knowledge of the content of the system user and training documentation and manage document changes and version control processes.
- As needed, provide support to coach/mentor system functional end user training.
- Will be rated and reviewed in customer satisfaction surveys for delivery of service.
Requirements:
- 1+ year of technical troubleshooting software and hardware issues on Dell, HP or Lenovo laptops, desktops, printers, mobile devices and phones in a call center or service desk environment.
- Strong communication and interpersonal skills.
- 1+ years of Service Desk support experience in a Microsoft environment that includes Windows 10 and 11.
- Mac OS knowledge preferred.
- Office 365 experience including O365 administration.
- Experience with other applications such as Active Directory, MFA, etc.
- ITIL training and/or experience.
- High school diploma and/or GED.
- Industry-specific certification(s) (e.g., CompTIA A+, Microsoft, HDI, etc.) preferred.
Benefits:
- Flexibility to maintain a work-life balance is valued.
- Regular feedback and career coaching is provided.
- Annual Values Awards to outstanding team members.
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