Our client, located in Indianapolis, IN is looking to hire a Help Desk Associate (Tier 1) as a permanent full-time employee.
This is a Hybrid position.
I have attached below a detailed job description for your review.
If you have the required experience and interest, please email me a current resume, along with your responses to the following questions:
*** How much experience do you have as a Help Desk Associate (Tier 1)?
*** How much experience do you have with Hardware Setups?
*** How much experience do you have with Laptop Troubleshooting?
*** How much experience do you have with Microsoft 365?
*** How much experience do you have with creating users on premise?
*** How much experience do you have with managing users with Azure AD?
*** How much experience do you have with Microsoft Intune?
*** What is your target base salary?
*** Where do you currently live (city, state)?
*** Are you able to work in Indianapolis, IN?
*** What is your availability to start a new role?
Thank you!
Steven Edelman
Managing Partner
Pivotal Solutions, Inc.
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Job Summary
The Help Desk Associate role provides an opportunity to support the efforts of the Company s Information Technology and Information Services teams and their projects. The primary role of this position will be assisting in a broad range of help desk duties including troubleshooting issues and peripheral support through tickets and calls 100% of the time. The help desk technician must deliver outstanding customer service in a timely and efficient manner and with a demonstrated commitment to first call resolution and overall customer satisfaction. This position will require a thorough knowledge of problem escalation and follow-up processes to ensure a timely resolution of reported issues.
Essential Duties and Responsibilities
Organizational Management
- Provides tier 1 help desk support utilizing the ticketing system and help desk phone line.
2. Supports corporate iPhones and laptops using a mobile device management system (Microsoft
Intune).
3. Provides new user orientation.
4. Assists users via face-to-face visits, telephone support, and remote access.
5. Assists in deploying hardware, software, and the retirement of obsolete hardware.
6. Follows procedures and processes to record initial call information, steps taken toward resolution,
and final resolution into help desk ticketing system and document repository.
7. Maintains constant communication about ongoing issues with designated staff.
- Assists in developing and maintaining solutions in knowledge based systems.
9. Willingly completes other duties as assigned to advance the mission of Company.
Learning Organization and Staff Training
- Excellent customer service skills.
2. Strong problem solving and analysis skills.
3. Actively participates in internal and external training opportunities. 4. 4. Exhibits enthusiasm for learning and personal growth.
Technology
- Experience supporting all recent Microsoft desktop and server operating systems.
2. Experience supporting Microsoft 365 management including Azure AD, Microsoft Intune, Sharepoint/Onedrive, Exchange Online, etc.
3. Strong technical aptitude; demonstrates the ability to learn new technology quickly. 3. Working Knowledge of TCP/IP networking and security knowledge a plus.
4. Must be able to perform all assigned duties of help desk.
5. Familiarity supporting iPhones, in a corporate environment, both remotely and onsite.
Qualifications
- Experience working in a call center, help desk, or a technical support related role for one to two years.
- High School Diploma, Associates, or higher degree preferred.
- Must have competent technical skills, particularly in a corporate environment.
- Access to reliable transportation. If driving an automobile while on company business, must possess a valid driver s license in state of residence and auto insurance.
- Demonstrated ability to:
- Effectively present information, and respond to questions from managers, associates, and the public.
- Work well within a team but also works well autonomously.
- Manage multiple responsibilities, a high volume of work, and adjust to changing priorities.
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