Help Desk Associate

ResponsibilitiesAddress and resolve technical issues including hardware, software, network, and application issues.Diagnose, analyze, and resolve technical problems by identifying root causes and implementing appropriate solutions.Provide remote support via phone, email, or chat to end-users, guiding them through troubleshooting steps and corrective actions.Communicate effectively with customers, providing updates on progress and setting appropriate expectations for resolution.Ensure a positive customer experience by maintaining professionalism, empathy, and a problem-solving mindset in all interactions.Follow up with end-users to verify resolution and offer additional support if needed.Collaborate with other technical teams to identify solutions for recurring or complex issues.Create, update, and maintain documentation on processes, system configurations, and known issues for reference.Suggest improvements to documentation, processes, and tools to streamline support operations.QUALIFICATIONS Education: Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).Experience: 2+ years in technical support, help desk, or a similar role, with a focus on troubleshooting and resolving advanced technical issues.Technical Skills:Proficient in Windows, macOS, or Linux operating systems.Familiar with networking concepts (TCP/IP, DNS, VPNs, etc.).Knowledge of enterprise software applications, hardware troubleshooting, and remote support tools.Experience with ticketing systems (e.g., ServiceNow, Zendesk) and monitoring tools.WORKING CONDITIONSMay require after-hours or on-call support for critical issues.
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