Helpdesk Support

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., * 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.

Do you have experience in Mobile devices?, Do you have a High school diploma or GED?, The person in this role must be able to work with a sense of urgency and be comfortable working in a fast-paced evironment., · 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

· Strong ability to troubleshoot independently

· 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.

Pulled from the full job description

• Referral program
• Parental leave
• 401(k)
• Health insurance
• Retirement plan
• 401(k) matching
• Vision insurance, * 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