Job Summary:
The Help Desk I role is responsible for delivering quality customer service to Firm customers, Partners and professionals by providing a dedicated call center service for requests by phone and email. The Help Desk I role is responsible for the efficient and effective operations of the Help Desk within their area of expertise. Additionally, the Help Desk I role maintains knowledge of current systems and hardware to ensure correct and consistent application of firm-wide procedures.
The person in this role must be able to work with a sense of urgency and be comfortable working in a fast-paced evironment.
Job Duties:
- Provides the assigned Level I technical support for all service requests entering the Help Desk.
- Troubleshoots remotely to identify deployed hardware, software and Enterprise application issues.
- Interviews users to gather information about a problem, to correctly identify and categorize the problem.
- Evaluates issues and escalates to a higher level as appropriate.
- Assists with system hardware and software diagnostics.
- Ensures that all documented processes are adhered to and departmental compliance is achieved.
- Reports possible trends in a timely fashion to the Systems Administrator.
- Provides a resolution to return service to users as quickly as possible.
- Accurately logs problems and updates ticket history to document troubleshooting steps and resolution.
- Creates technical documentation and FAQs for addition to the knowledge base.
- Develops workarounds and interim solutions for known issues to minimize user disruption.
- Evaluates various alternatives to resolve known issues and recommend best course of action to the Systems Administrator.
- Ensures effective and rapid response to disruptions in service.
- Reviews and improves the accuracy and content of the Help Desk knowledge base.
- Seeks to acquire a high level of knowledge of business line applications, workstation operating systems and other software.
- Other duties as required.
Qualifications, Knowledge, Skills and Abilities
Requirements:
· High school diploma/GED required
· Currently pursuing a Bachelor’s degree in Computer Science or related field
· Technical Support or Customer Service Industry experience preferred
· Thorough understanding of computer systems, mobile devices and other tech products
· High level of comfort learning new software tools
· Ability to review and interpret technical information and translate it for a less-technical audience
· Ability to handle multiple competing priorities and customer needs while maintaining a high level of discipline, flexibility and professionalism
· 1-2 years in a Help Desk position is strongly preferred
Software:
· Microsoft Windows operating systems
· Microsoft Office Suite
· Adobe Acrobat
Language:
· English
Other Knowledge, Skills & Abilities:
· Strong oral and written communication skills.
· Excellent interpersonal and customer relationship skills
· Capacity to work in a deadline-driven environment while handle multiple complex projects/tasks simultaneously with a focus on details.
· Capable of successfully multi-task while working independently.
· Ability to rely on extensive experience and judgment to plan and accomplish goals.
· Capable of working well under pressure while dealing with unexpected problems in a professional manner.
· Capacity to communicate and interact with all levels of employees and management.
· Ability to interact and build relationships and consensus among people.
· Capacity to effectively instruct end users in the use of equipment and/or software by providing advice regarding policies and procedures.
· Ability to research and resolve problems, acquire and maintain knowledge of relevant software solutions and support firm policies and procedures.
Job Type: Full-time
Pay: $25.00 - $30.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible schedule
- Flexible spending account
- Health insurance
- Life insurance
- Parental leave
- Referral program
- Retirement plan
- Vision insurance
Education:
