Help Desk Agent Level 1

SUMMARY

Provide support to Staff/Clients on all company supported applications to internal and external clients. Troubleshoot computer problems and determine source, and advise on appropriate action, and follow escalation processes. Complete application project-based work.

PRIMARY RESPONSIBILITIES

1. Answer staff questions in person and via phone on all company supported applications.

2. Troubleshoot computer problems.

3. Determine source of computer problems (hardware, software, user access, etc.).

4. Advise staff on appropriate action.

5. Serve as liaison between staff and the technology engineering department to resolve issues.

6. Work one-on-one with Staff/Clients on application projects.

7. Provide recommendations on company and client application purchases.

8. Document resolutions for future reference within FAQ documentation.

9. Other duties as assigned.

ADDITIONAL RESPONSIBILITIES

1. Perform hardware and software installations.

2. Provide on-the-job training to new department staff members.

3. Provide computer orientation to new company staff.

KNOWLEDGE AND SKILL REQUIREMENTS

1. Basic reading, writing, and arithmetic skills required. This is normally acquired through a high school diploma or equivalent.

2. Advanced knowledge of company supported applications. Ability to learn and support new applications. Working with Staff/Clients requires interpersonal skills. This is normally acquired through a combination of a Bachelor's Degree and three to five years of application experience.

WORKING CONDITIONS

Working conditions are normal for an office environment. Work requires almost exclusive work using a telephone and computer.

This is a full-time position with a very competitive compensation and benefit package which includes a 401(k) with employer matching. We offer numerous employee centric benefits and an alternative work schedule, which allows the staff to leave early on Friday.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Corona, CA 92881: Reliably commute or planning to relocate before starting work (Required)

Education:

• Associate (Preferred)

Experience:

• Customer service: 1 year (Preferred)
• Active Directory: 1 year (Preferred)
• Windows: 1 year (Preferred)

Work Location: One location