Help Desk Support

About FAC Services

FAC Services is a professional firm that provides business services to architecture, engineering, and construction service firms. Our focus on high quality, timely and trusted business services allows our partners to focus on advancing their strategic goals and priorities. We maintain the highest ethical standards and personalized services within a culture that encourages professional and personal growth.

Job Purpose
The Help Desk Support role is responsible for providing first-level technical support to users, troubleshooting hardware and software issues, managing help desk tickets, and ensuring timely resolution. This position also involves assisting with user account management and access control, as well as providing excellent customer service.
This role involves end-user facing responsibilities in various aspects of technical support, including diagnosing and resolving hardware, software, and network issues. The successful candidate will have the opportunity to make a significant impact on the business while developing a wide set of skills within a respectful, dynamic environment that fosters personal and professional growth.

Primary Responsibilities:
Providing First-Level Technical Support to Users

• Respond to user inquiries and provide technical assistance via phone, email, or chat.
• Diagnose and resolve basic technical issues related to hardware, software, and network connectivity.
• Guide users through step-by-step solutions to common problems.

Troubleshooting Hardware and Software Issues

• Identify, troubleshoot, and resolve hardware and software malfunctions.
• Perform basic repairs and maintenance on computer systems and peripherals.
• Install, configure, and update software applications as needed.

Managing Help Desk Tickets and Ensuring Timely Resolution

• Log and track help desk tickets using a ticketing system.
• Prioritize and manage multiple tickets to ensure timely resolution.
• Follow up with users to ensure issues are fully resolved and document solutions.
• Determine when issues need to be escalated to higher-level support teams.
• Provide detailed information and context when escalating tickets.

Assisting with User Account Management and Access Control

• Create, modify, and deactivate user accounts in various systems.
• Manage user permissions and access rights according to company policies.
• Ensure compliance with security protocols and procedures.

Additional Responsibilities:
Customer Service

• Maintain a high level of customer service and professionalism.
• Communicate effectively with users to understand their needs and provide appropriate solutions.

Continuous Improvement

• Identify opportunities to improve help desk processes and user experience.
• Participate in team meetings and contribute to the development of best practices.

Documentation

• Support documentation and organizational tasks.

Qualifications
To perform this job successfully, an individual must be able to perform each primary duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Knowledge, Skills and Abilities Required:

• Understanding of computer systems, hardware, and software.
• Strong problem-solving skills and attention to detail.
• Excellent communication and interpersonal skills.
• Ability to manage multiple tasks and prioritize effectively.
• Willingness to learn and adapt to new technologies and processes.
• Accuracy and detail-oriented.
• Strong Documentation and organizational skills.
• Excellent problem-solving capabilities and organizational skills.
• Ability to maintain a high level of confidentiality.
• Must be a self-starter with the ability to manage multiple priorities/tasks in an efficient manner.

Working Conditions and Physical Effort:

• Work is normally performed in a typical on-site office environment
• No or very limited physical effort is required
• No or very limited exposure to physical risk