Entry-Level Help Desk Associate

Salary: $32,000.00 - $45,000.00 based on experience

Job Overview: As an Entry-Level Help Desk Associate you will be the first point of contact for clients experiencing IT issues. This role requires excellent communication skills, a passion for technology, and a customer-focused mindset. You will provide technical support over the phone, via email, and in person, ensuring quick resolution of problems and a high level of user satisfaction.

 

Key Responsibilities:

1. Desktop Maintenance: Regular maintenance and troubleshooting of desktop computers, including software updates, hardware upgrades, and configuring systems for optimal performance.
2. Network Troubleshooting: Assisting in troubleshooting network issues such as connectivity problems, slow performance, and Wi-Fi configuration.

1. User Support: Respond to user inquiries, diagnose issues, and provide solutions for hardware, software, and network problems, especially within the Microsoft ecosystem.
2. Ticket Management: Log all Help Desk interactions in the ticketing system. Prioritize and escalate issues as needed.
3. Troubleshooting: Perform remote troubleshooting through diagnostic techniques. Guide users through step-by-step solutions.
4. Documentation: Maintain detailed records of user issues and resolutions. Update internal knowledge base with technical documentation.
5. Hardware/Software Installation: Assist in the setup of new hardware and software, ensuring proper configuration and user access.
6. Training and Guidance: Provide basic training to users on systems or software applications.
7. Collaboration: Work closely with IT team members on larger issues and participate in IT projects as needed.

 

Qualifications:

• Associate’s Degree In Information Technology, Computer Science, or related field, or equivalent experience.
• Familiarity with Microsoft platforms such as Windows OS, Microsoft Office Suite, Microsoft Teams, and SharePoint.
• Basic understanding of Microsoft Azure and Active Directory is a plus.
• Ability to diagnose and resolve basic technical issues.
• Excellent problem-solving and communication skills.
• Patience and ability to work under pressure.
• Eagerness to learn about new technologies and IT procedures.
• Excellent communication and documentation skills.
• Time management and time entry skills.

 

Work Environment: This job operates in a professional environment at our main office in Brighton, Michigan. Travel will be required throughout SE Michigan to customer sites as needed. On Call duties are rotated amongst the team.

 

Physical Requirements: Must be able to remain in a stationary position for extended periods and occasionally move about the office to access file cabinets, office equipment, etc. Must be able to lift equipment up to 50lbs.