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)
Work Shift: Tues – Saturday 12:00am – 8:30am – this is a 3rd shift position
Description
· This position will provide support to end users on a variety of issues. Identifies, researches, and resolves technical problems.
· Responds to telephone calls, email and personnel requests for technical support.
· Documents, tracks, and monitors the problem to ensure a timely resolution.
· Has knowledge of commonly used concepts, practices, and procedures within a particular field.
· Help Desk capabilities with approximately 6mo - 1 year of experience in the IT customer service field or in a customer support related area.
Job Type: Full-time
Salary: $17.00 - $18.00 per hour
Expected hours: 40 per week
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Work Location: In person
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