Help Desk Associate I (Birmingham, AL)

Paladin Consulting is currently hiring a ­­­­­­­­­­­­­­­­­­­­Help Desk Associate I to join our team working onsite at our client's office located in Birmingham, AL.

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Job Title: Help Desk Associate I
Work Location: Birmingham, AL
Duration: Long-term contract with option to hire
Hours: Monday-Friday 8am-5pm
Education/Experience Required: High school or equivalent

Job Description & Responsibilities :

• Provide first-level remote IT services or assist in the delivery of higher level services to our customers
• Properly enter all calls into the helpdesk system
• Use predefined triage processes to troubleshoot and resolve or escalate to the appropriate resource within allowed- Service Level Agreement parameters
• Ability to use remote desktop applications in order to troubleshoot end user PC related problems
• Ability to resolve standard documented problems with minimal assistance
• Take ownership for customer problem resolution
• Possesses working knowledge of customer support business and technology processes: -- Call handling processes, Customer shrink wrap software applications, operating system environment, asset tracking, etc.
• Identify customer-training issues on standard and non-standard products
• Able to contribute to technical discussions with other team members and contributes to the decision making process

Skills & Qualifications :

• Minimum: High School Diploma or equivalent
• 0-5 years in a technical customer environment Call Center experience preferred
• No less than one entry level certification (A , N , or OEM vendor certification)
• Able to demonstrate good customer service skills
• Able to demonstrate proficiency with Helpdesk tools, Microsoft operating systems, MS Office applications and anti-virus software, communications technology devices
• Able to demonstrate basic hardware and software trouble shooting skills
• Able to demonstrate good problem solving & critical thinking skills
• Able to demonstrate ability to work with minimum supervision
• Able to demonstrate knowledge of all necessary web based tools as it applies to the position (i.e. ProActa, Help desk call tracking applications , etc.)
• Able to demonstrate willingness to work as a team player
• Able to demonstrate good organizational skills and ability to attend to details
• Ability to travel as required

For more information or to view other opportunities, visit us at www.paladininc.com.

Paladin is an EEOC employer.