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Job Information
Job title

Technical Helpdesk Associate

Company ACSG
Wage Not specified
Location United States, Utah, Sandy
Employment type Full Time
Education High School
Year Experience Academic Only
Travel None
Published on 12/17/2006
Description
An entry-level technician, the Technical Helpdesk Associate applies a basic knowledge of information technology products and services to routine assignments and assists more experienced staff in the application of technical concepts, practices and procedures. The incumbent generally is a member of quick-response customer support team and works with clients over the phone to troubleshoot, analyze, diagnose and engage appropriate technical resources to resolve client issues. The incumbent typically operates independently to provide prompt and professional Help Desk service through efficient processing and prioritization of issues. Works with immediate supervision on more complex assignments.


REPRESENTATIVE PRINCIPAL DUTIES AND RESPONSIBILITIES*
Receives and prioritizes issues via applicable database and forwards (as appropriate) to respective coordinator, technician or systems specialist.

Ensures customer issues are promptly addressed, documented and resolved in a timely and professional manner consistent with customer service and professional/technical standards.

Assists customers over the phone with multiple types of system/applications errors following set guidelines on call processing, prioritizing, and escalation procedures.

Troubleshoots via the phone hardware, software and/or network operating problems as required and involves applicable technical resources to ensure resolution.

May assist in staffing service hotline and/or providing user/client training.df-tc

Experience/Skills
See Above

Other desired skills:
Technical Helpdesk Associate
This job has expired.