Helpdesk Associate

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Provides Helpdesk coverage and support; this includes responding to user inquiries, questions & requests, usually by phone and/or email, but occasionally in person
• Provides Help Desk dispatch coverage for coordinating Helpdesk assignments, priorities, job schedules, completions and user notifications and follow up
• Handles back-up duties in software installation & troubleshooting as required
• Serves as initial point of contact from the IT department for new users
• Maintain all helpdesk requests in helpdesk tracking software and provide reports to management on a schedule or as needed
• Maintains accurate inventory of IT equipment
• Coordinates repair of IT hardware and keep track of warranty information

QUALIFICATIONS/REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

• Must have a fundamental understanding of PC hardware and software
• Outstanding telephone skills and customer service skills are required
• Must have an ability to diagnose problems and make decisions to assure prompt resolution
• Previous experience in an IT Helpdesk or Client Services role is a plus
• Considerable skill in MS Office applications (Word, Excel, Outlook, Powerpoint and Access)
• PC proficiency in a Windows environment, including keyboard skills
• Ability to work in an organized manner, quickly, and efficiently in a fast-paced environment.
• Strong communications and interpersonal skills