Help Desk Associate

6 days ago

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Description

• Provides technical support by applying basic understanding of computer systems, products and services. • Helps maintain information technology service, functionality and user satisfaction by answering questions and/or resolving routine problems. • Supports business operations by providing technical support and delivering reliable high performance applications and technical services. • Monitors and controls systems, applications or equipment. • Resolves issues regarding operations, including installations, setups, error messages, on-line transactions, system status or downtime procedures. • Ensures user satisfaction by diagnosing and quickly resolving issues using established guidelines. • Takes the necessary steps to recognize, research, isolate and resolve problems. • Escalates more complex problems as appropriate. • Maintains service and proper systems function by interacting with network services, software systems engineering, applications development or other information systems contacts to identify and resolve problems. • Provides accurate documentation of issues and activity by maintaining a trouble shooting tracking log. • Provides accurate accountability and shift transition. • May provide proper tape validation for back-ups and offsite storage rotation by monitoring tape library activities for all systems. • Protects the Company by handling business sensitive information with appropriate confidentiality.

Requirements

• Minimum 12 to 18 months related experience in area of specialty. • Proven customer service experience. • Basic proficiency in Microsoft Office Suite. • May require intermediate proficiency in a particular application or applications. • May require technical skills in any combination of the following areas: Networks transmitting Voice/Data/Fax and LAN/WAN communications, TCP/IP or VSAT; SCAT, LYNX, Peoplesoft, CPM, Goldmine; A+, Net+. • May require familiarity with telecommunications, PC, mainframe or other information systems equipment.

Benefits

• Available Day One: • Medical/Dental/Vision • Vacation/Sick/Floating Holidays - accruals start • 401K – company match and direct contribution • Employee discounts/Hotel discounts • Financial and health wellness programs