IT Help Desk Associate - Full-time

Technology and Information Services teams and their projects. The primary role of this position will be assisting in a broad range of help desk duties including troubleshooting issues and peripheral support through tickets and calls 100% of the time. The help desk technician must deliver outstanding customer service in a timely and efficient manner and with a demonstrated commitment to first call resolution and overall customer satisfaction. This position will require a thorough knowledge of problem escalation and follow-up processes to ensure a timely resolution of reported issues.

Essential Duties and Responsibilities

*Provides tier 1 help desk support utilizing the ticketing system and help desk phone line.
*Supports corporate iPhones and laptops using a mobile device management system (Microsoft Intune).
*Provides new user orientation.
*Assists users via face-to-face visits, telephone support, and remote access.
*Assists in deploying hardware, software, and the retirement of obsolete hardware.
*Follows procedures and processes to record initial call information, steps taken toward resolution, and final resolution into help desk ticketing system and document repository.
*Maintains constant communication about ongoing issues with designated staff.
*Assists in developing and maintaining solutions in knowledge based systems.
*Willingly completes other duties as assigned to advance the mission of Choices.

Qualifications

*Experience working in a call center, help desk, or a technical support related role for one to two years.
*High School Diploma, Associates, or higher degree preferred.
*Must have competent technical skills, particularly in a corporate environment.
*Access to reliable transportation. If driving an automobile while on company business, must possess a valid driver’s license in state of residence and auto insurance.

*Demonstrated ability to:
• Effectively present information, and respond to questions from managers, associates, and the public.
• Work well within a team but also works well autonomously.
• Manage multiple responsibilities, a high volume of work, and adjust to changing priorities.

Hourly $20.19-21.15 ($42-44,000 annually)

Benefits Include:

• Medical, Dental, Vision
• Employer Paid Life Insurance, Short & Long Term Disability
• 401k Match
• Tuition Reimbursement
• Paid Parental Leave
• Generous PTO plan
• Qualified employer for the Public Service Loan Forgiveness Program