Assistant Help Desk Technician

Summary

Your role in our mission

Essential Job Functions

• Answers help desk telephones and responds to basic customer inquiries to ensure customer needs are met.
• Assists customers in resolving basic technical problems by providing scripted guidance regarding software and hardware problems. Resolves and/or refers more complex technical problems through a defined escalation process.
• Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.
• Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately.

Basic Qualifications

• High school diploma or G.E.D.
• One or more years of technical training in computer support preferred
• Zero or more years of technical or customer support experience
• Experience working with company products and operating systems
• Experience with solving computer-related problems
• Experience with company escalation policy

Other Qualifications

• Interpersonal skills to interact with customers and team members
• Communications skills
• Organization skills to balance and prioritize work
• Analytical and problem solving skills
• Ability to work in a team environment

Work Environment

• Office environment
• May require shift work

What we're looking for

What you should expect in this role

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