Help Desk Associate

Provides tier one technical support to associates, including resolving basic computer, application, system, device, access, or performance issues across the enterprise. Advises users on methods, steps, and actions needed to resolve technology issues.

Major Tasks, Responsibilities, and Key Accountabilities

• Responds to tier one support tickets by diagnosing and resolving basic incidents, problems, and requests.
• Reviews system diagnostics and assesses functionality and efficiency.
• Follows all policies and procedures to ensure the security of organizational data and information.
• Monitors security certificates and company compliance requirements.
• Installs and updates company software and hardware.
• Tracks the cost of replacing or updating computer hardware and/or software.
• Provides after hours on-call support.
• Participates in quality assurance and user acceptance testing and provides training to users based on new and revised functionalities.

Nature and Scope

• Refers complex, unusual problems to supervisor.
• Under general supervision, exercises some judgment in accordance with well-defined policies, procedures, and techniques. Work typically involves regular review of output by a senior coworker or supervisor.
• None.

Work Environment

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
• Typically requires overnight travel less than 10% of the time.

Education and Experience

• HS Diploma or GED strongly preferred. Specialized skills training/certification may be required. Generally 2-5 years of experience in area of responsibility.