Help Desk Associate

Role: Help Desk Associate
Location: Knoxville, TN
Duration: 12 months
Schedule: Full-Time Office/Project
 
Overview: Join a dedicated team providing 24x7 first line support for IT services to internal users. This role is essential in enhancing the performance of IT infrastructure, applications, network, and collaboration services globally while contributing to the rollout of new technologies and services.
 
Key Responsibilities:

• Deploy and provide end user hardware and IT services to internal users in client offices
• Diagnose and resolve local infrastructure, hardware, and software related issues
• Follow standard operating procedures for IT request and incident services to the end-user
• Improve incident resolution and customer service standards
• Maintain and troubleshoot local IT infrastructure, network, and collaboration services
• Provide 24x7 first line support for IT services to internal users
• Troubleshoot end user performance issues for IT infrastructure, applications, network, and collaboration services globally
• Provide feedback and assist in the development of procedures and work instructions
• Participate in the rollout of new technologies, services, and security remediations

Required Qualifications:

• Experience in IT support and help desk operations
• Strong troubleshooting skills for hardware and software issues
• Ability to follow standard operating procedures
• Excellent communication and customer service skills

Preferred Qualifications:

• Experience with IT Service Management processes
• Familiarity with local infrastructure and deskside operations
• Knowledge of mobility and wireless services