Assoc Tech Svc Desk

As an Associate Tech Service Desk, you will provide routine first-line user support, guiding users to restore functionality and troubleshooting hardware, software, and connectivity issues using remote tools. You will escalate complex problems, coordinate service requests, and manage tickets to closure while keeping clients updated. This role involves learning and complying with Service Desk policies, contributing to the knowledge base, and assisting with special projects to meet organizational SLAs.

Must Have

• High School diploma or GED required
• Generally, less than 1 years’ 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