Service Desk Associate

Service Desk Associate

JOB-10041985

Anticipated Start Date

June 24 , 2024

Location

Mentor, OH

Type of Employment

Contract Hire

Employer Info

As a global leader in the healthcare space providing products and services that emphasize infection prevention and support patient care, our employees have a direct impact and are committed to creating a healthier and safer environment for everyone. 

Job Summary

The main function of a Service Desk Associate is to provide remote computer support to USA and Global facility and home based users. Uses problem recognition, research, isolation and resolutions steps to diagnose hardware, software and business application problems. Performs wireless device support. Monitors and responds to problems assigned in a ticketing system recording conversations and troubleshooting in detail.

Job Description

• Provide first level Service Desk support to company employees.
  
• Provides phone support for end user problems and requests.
• Diagnose hardware, software and business application problems.
• Uses appropriate problem recognition, research, isolation and resolution steps.
• Perform computer hardware and software related repairs.
• Perform wireless device troubleshooting.
• Keeps detailed record of customer conversation and troubleshooting steps to resolve an issue.
• Provides support for facility, remote facility and home based users.
• Provides support for USA and other global facilities.
• Monitors and responds to ticketing system assignments.
• Assists with training customers on desktop applications, software hardware platforms.
• Escalates when needed; notifying appropriate I.T. resource.
• Participates in on-call rotation of Service Desk after-hours support.
• Basic user setup for network accounts, computer accounts, business application accounts.
• Configures and deploys mobile devices and performs wireless administration.
• Creates and maintains standard operating procedures and knowledge base articles.

Skills Required

• Computer skills
• Reading, writing, and arithmetic skills required.
• Working knowledge of computer preferred.
• Ability to effectively read, write and verbally communicate.
• Ability to work independently under general guidelines and supervision.
• Able to adapt to changing duties and responsibilities
• IT background/going to school for IT
• Customer Service
• Desktop/IT Support (w/ ITIL background knowledge; Incident Management, Problem Management, etc.)
• Working with team to troubleshoot and learning how to jump into call queue

Education/Training/Certifications

• High school diploma or GED required, IT school preferred

Additional Requirements

• Shift: Monday - Friday 8am - 5pm 
  

Pay Rate/Salary

• $20 per hour and higher depending on experience
• We are an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.