Helpdesk Associate

Helpdesk Associate – Level 1 Support.

This requires the exceptional ability to understand and create Support Tickets, with a clear comprehension of IT jargon, weeding through and summarizing customer requirements, and asking pointed and relevant questions. This individual is organized, curious, craves accuracy.   
What will you be doing?

  • Providing a first line of communication to a busy IT environment
  • Answering phones, and emails, evaluating tickets that come into a helpdesk portal
  • Consistently creating Service Tickets based upon the received information
  • Gathering all the relevant details and making sense of the requirements
  • Working with busy schedules for a team of engineers
  • Following an established system to keep everything organized and efficient
  • Working with an account manager and a team of engineers and other pros to provide excellent customer service
  • Coordinating tickets for the team, assuring accuracy and timeliness, meeting critical SLA's that affect the success of the business
  • Communicating clearly and effectively with customers regarding status information
  • Verifying correct information from the customer and to the engineer in a consistent manner

Minimum Requirements

  • High School Diploma with some trade school education or like experience
  • 4-5 years of Administration or Help Desk experience
  • Super-user level MS Word and Outlook skills, and above average Excel skills
  • Ability to work in an office environment as a team member

Highly Desired

  • Ability to quickly learn new applications 
  • Busy phone prowess would be a big plus

Major Bonus Points 

  • Help Desk knowledge and experience is a huge positive.  

If you are looking for the chance to immerse yourself in the IT Industry, an opportunity to work with a lot of smart people who are passionate about technology, this might be a good fit for you.  It's a great opportunity to advance your career through hard work, curiosity and commitment.


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