IT Service Desk Associate

Responsibilities

• Provide first level technical support to end users for technology-related issues
• Experience with Desktop Remote Control tools (e.g., Bomgar, Log Me In , etc.)
• Experience using an incident tracking system
• Ensure proper documentation for each interaction and escalates when necessary
• Resolve all issues using standard practices, procedures and company-approved troubleshooting tools and workflow processes
• Provide support to investigate data anomalies to determine possible root causes
• Provide solutions and/or recommendations to end user problems reported to Service Desk
• Maintain a working knowledge of the system user and training documentation and manage document changes and version control processes
• As needed, provide support to coach/mentor system functional end user training

• 1+ years of technical troubleshooting experience
• Strong communication and interpersonal skills
• Microsoft Operating Systems experience: 1+ years of Service Desk support experience in a Microsoft environment that includes Windows XP and Windows 7
• Microsoft Office suites including Office 2003, Office 2007, Office 2010, Office 2013 and Office 365
• Experience with Dell, HP or Lenovo hardware (laptops/desktops/printers)
• Experience with other applications such as Active Directory, MFA, etc.
• ITIL training and/or experience
• Previous experience in a call center environment
• Applied experience troubleshooting software and hardware issues on laptops, desktops, printers, mobile devices and phones

Demonstrates expertise in providing first-level technical support, troubleshooting hardware and software issues, and maintaining documentation in a Microsoft environment. Proficient in using incident tracking systems and remote control tools to resolve end-user problems effectively.