Help Desk Associate
Kansas City, MO
In this role, you'll provide first level of support to end users and act as a liaison between advanced support and end users including: âÂ€¢ Provide first level technical support for inbound support requests âÂ€¢ Answer the Help Desk phones in a courteous and friendly manner âÂ€¢ Assist in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction âÂ€¢ Research, resolve, and respond to questions received via telephone calls, e-mail, walk-ups, and callbacks in a timely manner, in accordance with current procedures âÂ€¢ Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers You'll also maintain records of daily communication transactions, problems, remedial actions taken, and installation activities, work effectively and professionally with other team members, learning from and sharing knowledge with others by documenting and contributing to knowledge base, and escalate irresolvable issues to advanced support. You may also assist other IT associates in completing initiatives and support issues as assigned and identify and resolve problems of basic scope using proper tools and techniques.
A High School Diploma or GED and coursework towards completion of a technical degree AND a minimum of 4 years IT or technical experience plus outstanding academics with the demonstrated ability to apply learned knowledge is required. Qualified candidates must also demonstrate basic familiarity with troubleshooting and research tools, asset, service, monitoring, and documentation tools, and possess demonstrated strong and effective verbal, written, and interpersonal communication skills in a small team setting Candidates with superior academics and/or previous experience working in a team environment are preferred