Assoc Tech SVC Desk
5 Minutes ago • Upto 1 Years
IT & Infrastructure
Job Description
The Assoc Tech SVC Desk role involves providing routine first-line user support, troubleshooting hardware, software, and connectivity issues using remote access tools, and escalating complex problems. Responsibilities include coordinating service requests, installing software, and managing user administration. The role requires ensuring timely ticket closure, keeping clients updated, and adhering to Service Desk policies. This position contributes to the knowledge base and assists with special projects, aiming to deliver results aligned with organizational SLAs.
Must Have:
- Perform routine support duties
- Assist with first line user support
- Troubleshoot hardware, software and connectivity issues using remote access tools
- Escalate complex issues to 2nd and 3rd level resolver teams
- Coordinate and fulfill end-user service requests including installation of software and user administrative related requests
- Ensure tickets are managed to closure and keep users / clients updated on status and progress
- Comply with the Service Desk, desktop, peripheral and related connectivity and security policies and procedures
- High School diploma or GED
- Less than 1 year experience in area of responsibility
What success looks like in this role:
- With guidance, performs routine support duties, including:
- Assisting with first line user support by guiding users through the necessary steps to restore functionality,
- Troubleshooting hardware, software and connectivity issues using remote access tools
- Escalating complex issues to 2nd and 3rd level resolver teams, and
- Coordinating and fulfilling end-user service requests including installation of software and user administrative related requests.
- Ensures tickets are managed to closure and keeps users / clients updated on status and progress.
- Learns and complies with the Service Desk, desktop, peripheral and related connectivity and security policies and procedures.
- Contributes to continues improvement of the Service Desk knowledge base.
- Delivers results in support of the organizations SLAs.
- Assists with special projects as assigned
You will be successful in this role if you have:
High School diploma or GED required
Generally, less than 1 years’ experience in area of responsibility
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