Help Desk Associate

Job Summary:

This role is responsible for managing the day-to-day queue of helpdesk tickets that are requested by all employees.  The Help Desk Associate must be able to prioritize, as necessary, the tickets in the queue.  Where necessary, under direction of the Senior Network Administrator the Help Desk Associate needs to identify the most important tasks to resolve each day.   A primary function is to support off-site employees, especially the sales team, in resolving issues in a timely manner.  Additionally, the Help Desk Associate will assist with generating system performance metrics, performing back-ups, monitoring and managing server health. 

Essential Functions:

• Perform the primary helpdesk activities in a timely manner
• Maintain a 40 hour average of closing all help desk tickets
• Achieve a goal of closing most tickets within one business day
• Exercise discretion and independent judgment in accomplishing assignments
• Ensure company's servers, workstations, phones and essential communication systems function properly, and are reliable and secure
• Ensure hardware and software issues are identified and resolved in a timely manner
• Ensure that all designated systems on the network have the latest virus protection software and that the network is virus free.
• Check all applications to ensure daily operation is successful
• Monitor (via Omniture) all affinity partner email campaigns and other marketing initiatives and their impact on site traffic
• Ensure the email servers are operating properly
• Participate in weekly infrastructure team meetings to review help desk tickets accomplished and those that are in the queue, and to review system performance and availability metrics and analyze issues
• Able to resolve computer issues over the phone and assume computers in the field using remote control (i.e., GoToMeeting or similar product)
• Resolve all VPN issues

Other Responsibilities:

• Maintain a complete inventory of all hardware, software, printers, etc. and other property using scanning equipment.

Qualifications:

• Excellent communications skills and customer service attitude with Field Service expertise
• Expertise in customer support functions

• Minimum of 3+ years of technical helpdesk experience

• Experience working with help desk ticketing systems (creating, documenting and closing tickets - in addition to prioritizing tickets)

  • Experience resolving computer issues over the phone, as well as deskside
  • Experience troubleshooting and resolving VPN issues for remote end-users is a must
  • Experience using remote control software a plus
  • Experience maintaining a complete inventory of all hardware, software, printers, etc. and other property using scanning equipment is a plus
• Experience with Linux and Windows servers is a plus
• Experience in RedHat Linux OS installation, configuration and maintenance is a plus
• Experience with Windows Servers is a plus

Education:

• BS degree in Computer Science or Electrical Engineering or related discipline desired.