Help Desk Associate
Job Description
Preferred Qualifications
- must be willing to work in-office at least 3 days per week
- 1-2 years of help desk experience
- good communication skills and ability to work with a team
Major Tasks, Responsibilities, and Key Accountabilities
- Responds to phone calls, email or web tickets; resolves issues and supports all existing computer systems.
- Coordinates with support partners to ensure that problems are resolved promptly and effectively by accurately escalating incidents to correct next-level support when appropriate.
- Utilizes an established ticketing system to maintain documentation and work history of open incidents throughout the ticket life cycle. Retains important access control documents through electronic media, filing, and other forms of storage.
- Troubleshoots printers, passwords, email, Standard Windows Applications, internet access, network connectivity issues, etc.
- Assists with the setup of new PCs. Performs tasks, such as creation and configuration of user logon IDs, updating user access, and terminating user access. Troubleshoots system access, problems, and failures.
- Ensures the Help Desk maintains exceptional customer service by meeting or exceeding established service level agreements (SLAs). Provides updates and completion information to the Senior Help Desk Associate
- Provides after hours on-call support based on an established rotating schedule.
- Participates in QA and UAT testing. May provide training to user base on new or revised functionality.
Nature and Scope
- Refers complex, unusual problems to supervisor.
- Under general supervision, exercises some judgment in accordance with well-defined policies, procedures, and techniques. Work typically involves regular review of output by a senior coworker or supervisor.
- None.
Work Environment
- Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
- Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
- Typically requires overnight travel less than 10% of the time.
Education and Experience
- HS Diploma or GED strongly preferred. Specialized skills training/certification may be required. Generally 2-5 years of experience in area of responsibility.
For CA, CO, CT, MD, NJ, NV, NY, OH, RI, WA Job Seekers:
Pay Range
HDS provides the following benefits to all permanent full-time associates:
Medical (with Prescription drug coverage), dental, and vision plans
Health care and Dependent Care FSA (as applicable)
401(K) with company match
Paid Holiday, Vacation, Personal Time, and Wellness Day
Paid Sick Time
Life and Accidental Death & Dismemberment Insurance
Short and Long-term Disability Insurance
Critical Illness Insurance
Accident Insurance
Whole Life insurance
Commuter Benefits
Tuition Reimbursement
Employee Assistance Program
Adoption and Surrogacy Assistance
CA, CO, CT, MD, NJ, NV, NY, OH, RI, WA law requires the posting of the potential salary range for advertised jobs. Individual base pay is determined based on a variety of elements including market data, experience, skills, internal equity and other factors.
