ASPIRA’s Help Desk will provide technical support and assistance, whether on the phone, in person, or remotely, related to computer systems, hardware, and software. The incumbent shall strive to provide excellent customer service while ensuring client needs are addressed in a timely manner.
Essential Job Functions
Resolves common issues with end-user technology, including laptops, desktops, tablets, mobility devices, A/V equipment, and printers.
Refurbishes and repairs end-user technology and identifies all resources required to return equipment to service.
Actively monitors IT service management software to identify technology incidents and provide a timely response to technology service requests.
Identifies incidents requiring expedited resolution and escalates incidents to the Helpdesk Manager when necessary.
Accepts direction from the IT Manager to prioritize incidents and projects.
Records accurate and complete documentation of incident resolutions within IT service management software system.
Maintains accurate and complete documentation of end-user technology equipment within IT asset management software system.
Communicates incident resolutions to the requester and all identified stakeholders.
Understands and implements procedures for new equipment deployment and inventory equipment redeployment.
Other duties, responsibilities, and special projects as assigned.
Education Bachelor’s degree (preferred).
Certifications A+ and Network + (preferred).
Minimum two years of experience working in helpdesk field or related work.
Excellent customer service skills.
Excellent interpersonal skills.
Possess complete integrity and a high sense of personal and professional ethics.
ASPIRA provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, or any other protected category.