Associate Help Desk Support Specialist

• Respond to requests for technical assistance in person, via phone, or electronically.
• Monitor helpdesk reporting queue and follow-up on open requests.
• Diagnose and resolve technical hardware and software issues.
• Research questions using available information resources.
• Advise users on appropriate actions.
• Follow standard help desk procedures.
• Log all help desk interactions.
• Administer help desk software.
• Identify and escalate situations requiring urgent attention.
• Track and route problems and requests and document resolutions.
• Prepare activity reports.
• Stay current with system information, changes, and updates.
• Work with infrastructure administrators to test tools and solutions.

Skills:

• Excellent communication skills (written and verbal).
• Strong problem-solving skills.
• Ability to work independently and as part of a team. Intermediate to advanced knowledge of computer hardware and software.
• Administrative knowledge of both Windows and Mac operating systems.
• Understanding of networking fundamentals.
• Must be able to sit and stand intermittently, use a keyboard, climb stairs occasionally, and lift up to 25 pounds with or without accommodations.

Education:

• A.S. in Information Technology or a related field, or equivalent experience.

Years of Experience:

• 0-2 years of experience in a help desk or technical support role.