Demo

Help Desk Agent

Hopebridge
Indianapolis, IN Full Time
POSTED ON 2/9/2025
AVAILABLE BEFORE 5/4/2025

Hopebridge was founded in 2005 to serve the growing need for autism treatment services and to improve the lives of affected children and families. We are the largest autism therapy provider in the United States, providing one-on-one, personalized therapy for children and their families touched by behavioral, physical, social, communication and sensory challenges. We are headquarted in Indianapolis, Indiana and provide compassionate care in the following twelve states : Alabama, Arizona, Arkansas, Colorado, Florida, Georgia, Indiana, Kentucky, North Carolina, Oklahoma, Ohio and Tennessee.

Summary

The Help Desk Agent will be responsible for managing and resolving help desk tickets, providing  technical support to end-users, and ensuring a high level of customer satisfaction. This role requires  strong problem-solving skills, technical expertise, and excellent communication abilities

Responsibilities

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Ticket Management :

  • Monitor and manage help desk tickets to ensure timely resolution.
  • Prioritize and categorize tickets based on urgency and impact.
  • Escalate complex issues to higher-level support teams as necessary.

Technical Support :

  • Provide technical support to end-users via phone, email, or in-person.
  • Troubleshoot and resolve hardware, software, and network issues.
  • Assist with the installation, configuration, and maintenance of IT equipment and  software.
  • Customer Service :

  • Communicate effectively with end-users to understand their technical issues and  provide clear solutions.
  • Maintain a high level of customer satisfaction by ensuring prompt and courteous service.
  • Follow up with end-users to ensure issues are fully resolved.
  • Documentation and Reporting :

  • Document all support activities and resolutions in the help desk ticketing system.
  • Generate reports on ticket status, resolution times, and common issues.
  • Identify trends and recommend improvements to reduce recurring issues
  • Required Skills

    Competencies

  • Strong knowledge of Windows and Mac operating systems, Microsoft Office, and common IT  hardware and software.
  • Excellent problem-solving and troubleshooting skills.
  • Strong communication and customer service skills.
  • Ability to work independently and as part of a team.
  • Required Education and Experience

  • Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related  field.
  • 3 years Proven experience in a help desk or technical support role.
  • Salesforce Administration experience preferred
  • Position Type and Expected Hours of Work

  • This is a full-time position, Monday through Friday.
  • Physical Demands

    Prolonged periods sitting at a desk and working on a computer.

    Work Environment

  • Work is performed in an office environment. Work may be stressful at times due to a busy office.  Interaction with others is constant and interruptive.
  • Other Duties

    Please note this job description is not designed to cover or contain a comprehensive listing of activities,  duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and  activities may change at any time with or without notice.

    Disclaimer

    The above statements reflect general functions of this job and shall not be construed as a detailed  description of all work requirements inherent in this job. The immediate supervisor may elaborate on or  add to the above list if the duties come within the employee’s realm of responsibility.

    Hopebridge is an Equal Opportunity Employer that does not discriminate on the basis of actual or  perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age,  disability or handicap, sex, marital status, veteran status, sexual orientation, arrest record or any other  characteristic protected by applicable federal, state or local laws

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