What are the responsibilities and job description for the Help Desk Associate position at Evolve Security?
What will you be doing?
We are looking for a competent Help Desk technician to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them.
An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.
Responsibilities include:
- Serve as the first point of contact for internal and external customers seeking technical assistance over the phone or email
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
Annual Salary for this position is between $50,000 - $60,000
This position is based in Chicago.
Preferred Experience & Ambition:
- Proven ability to explain technical concepts in non-technical terms to ensure end user understanding
- Knowledge of general operating systems (e.g., Windows 10, OS X, iOS, Android, etc.)
- Knowledge of general desktop hardware, software, modern browsers and networking concepts
- Ability to diagnose and resolve basic technical issues
- Ability to implement logical, progressive troubleshooting processes
- Ability to manage multiple projects simultaneously and prioritize based on company and team objectives
- Ability to work efficiently under pressure, drive projects to completion and meet deadlines
- Flexibility and the ability to adapt quickly to shifting company or team goals
- Excellent communication skills
- Customer-oriented and cool-tempered
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Short Term & Long Term Disability
- Training & Development
Salary : $50,000 - $60,000
