Service Desk Associate
Location: Tulsa, OK Area
Receives incoming help requests from end users via both telephone, helpdesk tickets in a courteous manner.
Builds rapport with key operators, IT teammates and end users to provide outstanding service.
Prioritizes and schedules problems.
Escalates problems (when required) to the appropriately experienced technician.
Applies diagnostic utilities to aid in troubleshooting. Identifies and learns appropriate software and hardware used and supported by the organization.
Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configurating systems and applications.
Performs preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
Performs post-resolution follow-ups to help requests.
Develops help sheets and frequently asked questions lists for end users.
Required and Preferred Skills and Experience
Entry level, typically 0-3 years of experience.
Provides technical and/or administrative support.
Demonstrates the ability to learn terminology, applications and standard procedures for performing the job function.
Performs routine, basic office/field tasks using established procedures.