Help Desk Associate Temp
Provides technical support for customers at both the corporate office and distribution center with competencies in both PC and Mac hardwaresoftware support. This position reports to Manager, Help Desk.
WHAT YOU LL DO:
- Ensures timely and effective resolution to all Helpdesk calls by providing technical and procedural support
- Monitors ticket queues and completes tickets timely and accurately.
- Identifies escalation situations and escalates them timely and accurately.
- Identifies trends that affect ticket volumes and makes the Helpdesk staff and manger aware of them.
- Coordinates issue resolution with other support areas, as required.
- Maintains accurate applications and business processes documentation.
- Provides feedback and suggestions to improve Help Desk business process.
WHAT YOU LL NEED
- Prior experience with help desk support. BA in computer sciences or related fields preferred.
- Comprehensive knowledge of service desk business process and hardwaresoftware conflict resolution
- Comprehensive technical knowledge of PC & Mac hardware, network concepts and solutions,
- Comprehensive knowledge in the following systems and applicationspreferred: Microsoft Windows & Apple OS X operating systems, MS Office, Adobe Creative Suite, Parallels, Apple Remote Desktop, mobile device management.
- Great customer service skills.
- Demonstrates strong communication skills including ability to work in a team environment
- Solid verbal and written communicator.
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