Help Desk Support, Sr. 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, Sr. 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, Sr. 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, Sr. works independently within established procedures associated with the specific job function. Has gained proficiency in multiple competencies relevant to the job. To be a Help Desk Support, Sr. typically requires 3-5 years of related experience. (Copyright 2024 Salary.com)
Help Desk Customer Support Representative
Department: Help Desk
Reports to: Customer Service Manager
Starting Pay: $14.00 - $14.75/hour
The Help Desk Customer Support Representative will work closely with our Reseller’s direct customer base in assisting them with any concerns they may have regarding activation assistance, ordering, network issues, device troubleshooting, payments, or questions about billing. The position will require 4-6 weeks in-office training with the opportunity to rotate with working remotely and in-office following successful demonstration of job performance and having acceptable internet speeds and a computer.
ESSENTIAL FUNCTIONS:
REQUIREMENTS, EDUCATION, & QUALIFICATION:
CANDIDATE PROFILE:
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