Help Desk Assistant

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Provide user support and customer service on company-supported computer applications and platforms. Troubleshoot problems and advise on the appropriate action.


respond to requests for technical assistance in person, via phone, electronically
diagnose and resolve technical hardware and software issues
research questions using available information resources
advise user on appropriate action
follow standard help desk procedures
log all help desk interactions
administer help desk software
redirect problems to correct resource
identify and escalate situations requiring urgent attention
track and route problems and requests and document resolutions
prepare activity reports
inform management of recurring problems
stay current with system information, changes and updates


Bachelors degree preferred
working knowledge of fundamental operations of relevant software, hardware and other equipment
knowledge of relevant call tracking applications
knowledge and experience of customer service practices
related experience and training in troubleshooting and providing help desk support

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