What are the responsibilities and job description for the Help Desk Associate position at Zipcar?
What you’ll do:
The duties and responsibilities of this position described here are representative of those an employee must perform. This is not a comprehensive list and other duties may be assigned, as needed. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the position.
What you’ll love about being a Zipster:
- Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
- Interviews users to collect information about the problem and leads the user through diagnostic procedures to determine the source of error.
- Determines whether problem is caused by hardware or software.
- Handles problem recognition, research, isolation, resolution and follow-up for user problems, referring more complex problems to supervisor or technical staff via proper escalation methods.
- Logs and tracks issues via Jira Service Desk and maintains history records and related problem documentation.
- Consults with programmers to explain software errors or to recommend changes to programs.
- Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.
- Writes or revises technical documentation and procedures.
- Conduct software and physical hardware audits.
What drives success for a Helpdesk Associate:
Requirements and Qualifications:
- 1-3 Experience in Desktop/Helpdesk environment
- Experience with Windows desktops and operating systems
- Experience with VMWare
- Experience with Powershell and scripting
- Excellent oral and written communication skills with internal customers
- Able to handle multiple tasks in a fast-paced environment – “go extra mile” to solve customers’ problems
- Willingness to take initiative and follow-through - with strong organizational skills and attention to detail
- Able to provide hands-on or remote support in a timely fashion
- 4 days on site in the Boston office, 1 day remote
Key Competencies:
- Independent problem-solving ability, and ability to creatively solve complex problems
- High level organizational and communication skills
- High level critical thinking and knowledge of escalation procedures
- Work calmly under pressure and maintain composure
- Excellent customer service and people skills
- Takes ownership of projects
What tops off the tank:
- Competitive Medical, Dental, Vision, Life and Disability Insurance and other voluntary benefits
- Generous paid time off, including volunteer and Parental Leave options
- Tax-free benefit for public transportation or parking expenses
- Bicycle Reimbursement program
- 401(k) Retirement Plan with company matched contributions
- Free Zipcar Membership and other employee discounts, including discounts on renting and buying Avis/Budget cars
- Community involvement opportunities
Who are we?
Glad you asked! Zipcar is the world’s leading car-sharing network, found in urban areas and university campuses in more than 500 cities and towns. Our team is smart, creative and fun, and we’re driven by a mission – to enable simple and responsible urban living.
The extra mile:
We encourage Zipsters to bring their whole selves to work - unique perspectives, personal experiences, backgrounds, and however they identify. We are proud to be an equal opportunity employer – M/F/D/V.
