Help Desk Support

Ask IT consulting; Des Moines (IA); On-site; USD 40,000 - 55,000; Full time

Job summary

Ask IT Consulting Inc. in Des Moines, IA is seeking a level-1 Help Desk Support technician to provide phone-based technical assistance for hardware, software and systems, and to create tickets for user issues.

The role focuses on password resets and account access support via calls, with strong customer service expectations. The ideal candidate has 3 years of IT call center experience and 2-year associate degree or equivalent technical study, with core hours 7:00 AM – 5:00 PM, Monday to Friday,

Qualifications

• 3 years of experience in a technical IT call center environment.
• 2 year associate degree or equivalent technical study preferred.

Responsibilities

• Provide level-1 help desk phone support for system access issues and passwords.
• Initiate trouble tickets from a service desk system.
• Answer how-to questions and resolve password creation/reset issues; escalate other issues as needed.

Skills

Customer service

Strong communication

Help desk support

Ticketing systems

Education

Associate degree

Tools

Ticketing system

Job description

Ask IT Consulting Inc. visualizes itself as a leader in IT services and staffing in coming years. With strong dedication and commitment of our employees, we would surpass all our competitors establishing the wider channel of media marketing building a better connection with clients.

Job Description

Short Description: The Help Desk Support (HDS) resource provides technical assistance support over the phone and advice to end users for hardware, software and systems. Complete Description: Short Description: Perform all roles of a level-1 Help Desk Support technician to create a ticket or provide immediate assistance for their issues over the phone. A majority of the calls (75%) are password resets, helping to get access to systems or setting an account. Any other issues would be escalated to the Help Desk for support.

Complete Description:

• This role is focused on level-1 help desk phone support, primarily with system access issues and password
• Support. The ideal candidate must have excellent customer service and communications skills.
• Candidate must be able to:
• handle difficult situations with clients and turn them into a win for the service desk team
• initiate trouble tickets from a service desk system
• answer how-to questions and resolve issues related to system access and password creation/resetmaintain a positive outlook, be professional, and provide excellent customer service
• Greater detail outlined in the skills matrix.
• Work during core business hours of 7:00 AM – 5:00 PM, Monday - Friday, not to exceed a 40 hour work week.

Qualifications

• At least 3 years of relevant experience working in a technical IT call center environment.
• 1 to 3 years field experience and preferred education of 2 year associates degree or equivalent technical study.

Additional Information

Thanks and Regards,