About The Role:

The Helpdesk – Service Desk Associate Technician is responsible for documenting in detail; all issues/service requests from end users, including the call description, course of action taken to investigate the problem and the final problem resolution.


  • Handles inbound phone calls and logging tickets in the ticketing system
  • Manages emails and web based ticket queues
  • Analyst is expected to take ownership of emails that arrive in the team mailbox and reply to the sender with a status of the issue
  • Web based ticket are submitted for non-critical requests/problems, and the analyst is expected to resolve the issue or escalate it to the appropriate team for resolution
  • Administers conference bridges during major outages
  • Document progress of resolving the issue and results of testing fixes

Candidate Requirements:

  • BA/BS degree or equivalent experience
  • Desktop support/troubleshooting
  • Understanding of basic network connectivity and troubleshooting
  • Understanding of MS Outlook client configuration with Exchange a plus
  • Ability to multitask in a highly stressful environment
  • Experience in a call center environment a plus.
Job Overview
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