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)
JOB SUMMARY
Provide primarily remote support to our clients who have critical response time requirements for their business technology systems. You will work independently to answer service desk calls, urgently analyze technical issue(s), troubleshoot over the phone and via remote log-in, and escalate up when appropriate. You will multi-task to support a variety of network and end-user environments with executives, business owners, managers, and end users. You must demonstrate superior communication skills to respond to diverse clients with urgent needs while recognizing they are looking for solutions, not technical explanations. You will also perform service and preventative maintenance activities on products and assists in installations and deliveries. Other projects may be assigned. Based on experience candidate may fall under a Field Technician role versus a Help Desk role.
ESSENTIAL FUNCTIONS
Technical
General
Professional Development
REQUIRED QUALIFICATIONS
It is impossible to list all the skills and qualifications that an individual will need to efficiently perform in this position, but we have listed general skills and qualifications that individuals should have or should be striving to achieve to be qualified for this position.
Education
Technical Skills
License & Registrations
CERTIFICATION REQUIREMENTS
Other Skills and Abilities
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform this position. Reasonable accommodation may be made to enable individuals with disabilities to perform job duties in accordance with state and federal law.
To perform the job successfully, an individual should demonstrate the following Core Values and Competencies.
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