Help Desk Associate

WHAT YOU’LL DO

Ensure timely and effective resolution to all Helpdesk calls by providing technical and procedural support.

Monitor ticket queues and assigns them timely and accurately.

Identify escalation situations and escalates them timely and accurately.

Identify trends that affect call volumes and makes the Helpdesk staff and manger aware of them.

Serve as an initial point of contact on team support and technical issues.

Coordinate issue resolution with other support areas, as required.

Maintain accurate applications and business processes documentation.

Provide feedback and suggestions to improve Help Desk business process.

WHAT YOU’LL NEED

A bachelor degree in computer sciences or related fields with a minimum of 2 years of practical experience in help desk support, or a combination of education with equivalent work experience.

Experience with incident tracking software (BMC Track-It preferred).

Comprehensive knowledge of service desk business process and hardwaresoftware conflict resolution

Comprehensive technical knowledge of PC & Mac hardware, network concepts and solutions, along with comprehensive knowledge in the following systems and applications: Microsoft Windows & Apple OS X operating systems, MS Office, Adobe Creative Suite, Parallels, mobile device management.

Demonstrates a dedication to meeting requirements of internal and external customers, responding to all customer requests promptly and thoroughly; desires to deliver first-class services.

Demonstrates strong communication skills including ability to work in a team environment, gives honest, direct feedback and is a solid verbal and written communicator.

Ability to work independently without constant supervision.

Meets deadlines, prioritizes appropriately, copes well with change, and maintains composure under pressure.

Is accountable for results, approaches obstacles proactively, and looks for ways to resolve problems and issues.

WHAT YOU’LL GET

A collaborative environment without the red tape. Our open floor plan and strict “No Assistants Necessary” policy means everyone from our receptionists to our CEO are just a few footsteps away!

A competitive benefits package, including medical, dental, vision, 401k and paid time off. Our benefits packages are designed to be flexible to fit your needs with optional coverage for family members – including pets!

All the usual suspects, including: including a generous employee discount, access to employee-only sales, on-site café, masseuse, gym, basketball court, and more.