Associate Helpdesk Specialist (R-16603) - 842bc395-f321-4a38-85b2-8f08c142f130

DESCRIPTION/RESPONSIBILITIES: Associate Helpdesk Specialists serves as the initial point of contact for our internal associates. Candidates will be customer service oriented. They provide technical support to callers requiring assistance with hardware, software, or network incidents, requests or problems. They answer calls, E-Mail messages and chat sessions from internal associates and external customers, as well as address incident tickets which are submitted directly by the clients or via automation.

Associate Helpdesk Specialists provide an immediate resolution when possible, or reassign the matter to next level support when necessary. Regardless of whether first level incident resolution is possible, the Associate Helpdesk Specialist will capture relevant information via an on-line system, prioritize issues, gain an understanding of the issue, search for solutions and update the user on progress.

Associate Helpdesk Specialists are also responsible for monitoring the status of ticket queues to ensure that time to respond and time to resolve Service Level Expectations are being met.

Key Responsibilities: * Serve as the initial point of contact for D&B Team members and associates requiring assistance with hardware, software, network incidents, requests or problems. * Answer calls, Chat sessions and Process E-mail messages, as well as address incident tickets which are submitted directly by team members or via automation. * Provide an immediate resolution when possible, or reassign the matter to next level support when necessary. * Regardless of whether first level incident resolution is possible, capture relevant information via an on-line system, prioritize issues, gain an understanding of the issue, search for solutions and update the user on progress. * Responsible for monitoring the status of ticket queues to ensure that time to respond and time to resolve Service Level Expectations are being met.

Key Requirements: * Bachelor of Science Degree in Information Technology, Computer Science or equivalent and/or two years proven working experience providing Service Desk Support. * Proficiency in English. * Working knowledge of Service Desk Ticketing software, Remote Control Tools, Active Directory and Chat Session technology * Advanced Troubleshooting and multi-tasking skills. * Excellent verbal and written skills capable of managing more than one chat session at any given time. * Very strong attention to detail. * Candidates should be dependable with an excellent attendance record, work well in a "Team Environment." * Excellent written and oral communication skills. Required to pass a writing, grammar and typing test. * IT or ITIL Foundations Certifications a PLUS. * Hybrid schedule Mon - Fri (T/Th in office - M/W/F work from home)

Equal Opportunity Employer-minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity