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Service Desk Associate / Information Systems / Full-Time (Posted Date: 02/03/2021)
Responsible for providing diagnostic technical support via telephone/email/chat/online focusing on the customer service aspects of I.S. support services. Answers questions about installation, operation, configuration, customization, and usage of end-user devices and software. Responsible for following defined policies and procedures. Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures. Documents problems in the support solution database for diagnostics and solution implementation. Assess service desk requests and escalates them to the appropriate resource for resolution. Monitors problem resolution status; coordinate activities among internal and outside resources for the Information Systems Department.
Associate degree in the field of Computer Science or High School diploma or the equivalent plus two years computer work. May consider completion of a successful internship and completion of an Associate degree within one year of employment date.
Preferred: Bachelor’s degree in a computer related field. A+ Certifications.
One year of hands-on experience supporting and troubleshooting common software applications, including basic knowledge/use of current Microsoft operating systems and Microsoft Office applications. Considerable equipment support experience with PC’s, thin-clients, laptops, tablets, handhelds, printers and all manner of peripheral devices. Technical understanding of network hardware, topologies and protocols. Given training and on-the-job experience, incumbent should be proficient in the basic aspects of the position within three months of employment date.
Preferred: Service Desk experience. Basic eDirectory and Active Directory Administration. Customer Service related work.