Service Desk Assoc

Overview:
Coordinates, diagnoses and troubleshoots incoming employee calls. Provides support services to employees and clients with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access. Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel. Provides case status updates to management and end-users. Supports and maintains effective relationships with users. Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support. Responsible for advising and assisting users in solving problems related to hardware, software, networks and peripherals using available technology.

Responsibilities:
The Associate Level works on assignments that are routine in nature where limited judgement is required. Under general supervision repairs, installs, and tests less complex computer system hardware or software. Requires 0-1 years of related work experience, or high school degree, or technical training or equivalent combination of education and experience. Employees working on client accounts must possess A+ certification.

Qualifications:
Experience with MS Office, Hardware, Software and Application software