Help Desk Support Assistant responds to end-user requests for technical assistance by phone, email, or ticketing system. Troubleshoots and resolves basic computer, application, system, device, access, or performance issues. Being a Help Desk Support Assistant uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards. Utilizes product information or solution database to research, troubleshoot, and deliver solutions. Additionally, Help Desk Support Assistant advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed. Escalates problems to appropriate levels or teams to achieve issue resolution. May support installs or upgrades of software or devices, set up user profiles, or re-set passwords. Fulfills all service level standards for response time and quality. May require an associate degree. Typically reports to a supervisor. The Help Desk Support Assistant works under the close direction of senior personnel in the functional area. Possesses a moderate understanding of general aspects of the job. May require 0-1 year of general work experience. (Copyright 2024 Salary.com)
Self-motivated, independent worker who can also work in, and contribute to, a team environment. You will be part of a team that supports the hardware and software infrastructure for an enterprise minded organization. Provide support to Sponsor· automated systems via support requests Provide tracking and reporting of support requests open, closed, and active for Sponsor's Automated Systems. Utilize a Sponsor approved support request tracking system. Meet Sponsor established goals for addressing support requests. Utilize Sponsor approved tracking system to provide Sponsor approved metrics on a weekly and monthly basis for Sponsor review. Provide response to support requests based on Sponsor time requirements. Respond to after-hour and weekend critical support requests based on prior scheduled Sponsor requirements Establish SOP for request escalation to Tier 2-3 level support Establish and maintain an updated list of KBAs (Knowledge Based Articles) pertaining to frequently asked support requests Performance of general system administration activities: user account creation, manage access controls, implementation and review of security policy, hardware installation, driver installation, software patching, monitor activity logs, and creation of automation scripts. Provide technical support for the application as needed to interface with the user base. Maintenance and care of digitization hardware, to include installation, troubleshooting, maintenance, and repair. Make objective and technically sound recommendations for potential future hardware and software purchases. Analyze production metrics and data to provide data-driven recommendations to management to support continual process improvements. Generate weekly, monthly, and yearly metrics reports. Learn, support, and train users on different types of digitization hardware
A broad knowledge of hardware maintenance and care, system administration, knowledge of automation technologies, and scripting. A knowledge of security and accreditation practices and procedures and the ability to work with several enterprise resources and teams in the operation of an enterprise digitization infrastructure. Demonstrated on-the-job experience working and solving technical problems independently as a system administrator. Demonstrated ability to monitor and troubleshoot enterprise workflow applications, to include installing, starting, and stopping background processes, analyzing log and event files, and patching and troubleshooting. **Hours of Support may extend beyond core hours. **
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