Help Desk Support Assistant responds to end-user requests for technical assistance by phone, email, or ticketing system. Troubleshoots and resolves basic computer, application, system, device, access, or performance issues. Being a Help Desk Support Assistant uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards. Utilizes product information or solution database to research, troubleshoot, and deliver solutions. Additionally, Help Desk Support Assistant advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed. Escalates problems to appropriate levels or teams to achieve issue resolution. May support installs or upgrades of software or devices, set up user profiles, or re-set passwords. Fulfills all service level standards for response time and quality. May require an associate degree. Typically reports to a supervisor. The Help Desk Support Assistant works under the close direction of senior personnel in the functional area. Possesses a moderate understanding of general aspects of the job. May require 0-1 year of general work experience. (Copyright 2024 Salary.com)
Description
JOB TITLE: Help Desk Support FLSA STATUS: Non-Exempt
REPORTS TO: Help Desk Manager DEPARTMENT: Information Technology
SUMMARY: Performs high performing service delivery functions pertaining to Help Desk services for the Information Technology Department in addition to providing support to the Information Technology Department by performing the following duties.
DUTIES AND RESPONSIBILITIES:
COMPETENCIES:
SUPERVISORY RESPONSIBILITIES:
This job has no supervisory responsibilities.
Requirements
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience:
Bachelor’s degree from four-year college or university in Computer Science, Computer Information Systems, or related field or equivalent work experience. Three years’ experience in customer technical support highly preferred. Trouble-shooting, organizational, customer service, and facilitation skills preferred. A certification a plus.
Computer Skills:
Basic knowledge of Microsoft suite of applications (including Office 365, Word, Excel, PowerPoint, Outlook, Publisher, Access, Teams), hardware and software, office automation and data communications. Knowledge of Windows, browsers, active directory, familiarity with mobility, voice/video tools and basic network troubleshooting.
Firm Culture/Client Service:
Promotes the firm’s culture, including supporting Heard, McElroy & Vestal’s philosophy of developing a relationship with each client on a personal level, catering to their specific needs.
Ability and judgment to interact and communicate appropriately with other employees, clients and management. Ability to serve clients, both internal and external (community/public) in a manner that will support superior client relations.
Physical Demands/Work Environment:
While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is frequently required to walk or use hands to finger, handle, or feel. The employee is occasionally required to stand; reach with hands and arms and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus. The noise level in the work environment is usually quiet.
This job description reflects management’s assignment of essential functions. It does not prescribe or restrict the tasks that may be assigned. Heard, McElroy & Vestal shall, in its discretion, modify or adjust the position to meet the Firm’s changing needs. This job description is not a contract and may be adjusted as deemed appropriate in the Firm’s sole discretion.
Heard, McElroy & Vestal is an Equal Opportunity Employer. We actively seek and employ qualified persons in all job classifications and administers all personnel actions without regard to race, color, religion, age, gender or sex (including pregnancy), national origin, ancestry, marital status, non-job related disability, veteran/military status, genetic information, gender identity, sexual orientation or any other characteristic protected by applicable federal, state or local law.
Clear All
0 Help Desk Support Assistant jobs found in Shreveport, LA area