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Helpdesk Associate
Department: IT Job Grade: Helpdesk Associate Level 1
Reports To: Helpdesk Supervisor
Duties and Responsibilities
The duties and responsibilities of this position described here are representative of those an employee must perform. This is not a comprehensive list and other duties may be assigned, as needed. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the position.
Answers, evaluates, and prioritizes incoming tickets both remote and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
Interviews users to collect information about the problem and leads the user through diagnostic procedures to determine the source of error.
Determines whether problem is caused by hardware or software.
Handles problem recognition, research, isolation, resolution and follow-up for user problems, referring more complex problems to senior staff or other technical teams via proper escalation methods.
Handles onboarding and offboarding of users
Logs and tracks issues via Jira Service Desk and maintains historical records and related problem documentation.
Consults with other technical teams to explain software errors or to recommend changes to programs.
Tests software and hardware to evaluate ease of use, functionality and whether product will aid user in performing work.
Writes and revises technical documentation and procedures.
Conduct software and physical hardware audits.
Help users and leadership host meetings in office when requested.
Update and maintain accuracy of technical assets
Requirements & Qualifications
To perform this job successfully, an individual should meet the following minimum requirements and qualifications:
Prior Experience in a Helpdesk environment
Experience with Windows and/or Mac operating systems
Experience with Entra ID/Azure AD
Experience with Office 365
Experience with Microsoft Intune or Jamf is a plus
Some scripting experience preferred with PowerShell or Bash
Excellent written and oral communication skills with internal customers
Able to handle multiple tasks in a fast-paced environment and willingness to “go the extra mile” to solve customers’ problems
Willingness to take initiative and follow-through - with strong organizational skills and attention to detail
Able to provide hands-on or remote support in a timely fashion
Able to update and manage technical assets
Key Competencies
Independent problem-solving ability, and ability to creatively solve complex problems
High level organizational and communication skills
High level critical thinking and knowledge of escalation procedures
Work calmly under pressure and maintain composure
Excellent customer service and people skills
Takes ownership of projects
Physical Demands and Working Conditions
Work is typically performed in an office environment with some physical demands, such as standing for long periods of time, bending, stretching, lifting and carrying up to 25kg, and normal exposure to everyday risks and discomfort requiring common safety precautions.
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