Job title:  Help Desk Associate

 

Summary

Primary functions will be to maintain an Active Directory domain including hardware, software and user requests, IP phone system, backup solution as well as internal and external user support on company supported computer applications and platforms. This will require troubleshooting problems and advising of appropriate actions.

 

Required Education and Experience

  • High school diploma or General Education Degree (GED)
  • Minimum 2 years related experience or equivalent in Microsoft Active Directory Management, Network and LAN Administration and PC Hardware software trouble shooting and repair
  • Working knowledge of fundamental operations of relevant software, hardware & other equipment
  • Proficiency with MS Office products (Outlook, Word, Excel) & related software applications
  • Knowledge of relevant call tracking applications
  • Must be able to work effectively under pressure in a fast-paced environment

Preferred Education and Experience

  • 3 years or more of college in technical discipline

Position Type/Expected Hours of Work

  • Full-time position
  • Standard days are Monday through Friday
  • Must be willing and have the ability to work additional hours during peak business needs and occasional weekend hours, as requested

Competencies

 

To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position.

  • Problem solving—the individual identifies and resolves problems in a timely manner and gathers and analyzes information skillfully
  • Interpersonal Skills—the individual maintains confidentiality, remains open to others’ ideas and exhibits willingness to try new things
  • Oral communication—the individual speaks clearly and persuasively in positive or negative situations, demonstrates group presentation skills and conducts meetings as required
  • Written Communication—the individual edits work for spelling and grammar, presents numerical data effectively and is able to read and interpret written information
  • Planning/organizing—the individual prioritizes and plans work activities, uses time efficiently and develops realistic action plans
  • Quality control—the individual demonstrates accuracy and thoroughness and monitors own work to ensure quality
  • Adaptability—the individual adapts to changes in the work environment, manages competing demands and is able to deal with frequent change, delays or unexpected events
  • Dependability—the individual is consistently at work and on time, follows instructions, responds to management direction and solicits feedback to improve performance
  • Safety and security—the individual actively promotes and personally observes safety and security procedures, and uses equipment and materials properly

Essential Functions

  • Provide technical assistance and support to internal and external clients for requests and issues received in person, by phone or email and issues related to computer systems, software, and hardware
  • Active Directory configuration and management
  • Files Server and file management
  • Manage and monitor backup hardware and software for accurate backup routine and completion
  • IP Phone System configuration and management (SHORETEL)
  • Diagnose and resolve technical hardware and software issues
  • Research questions using information and resources and guide users on appropriate actions
  • Identify and escalate situations requiring urgent attention and redirect problems to appropriate resource
  • Follow standard help desk procedures, log all Help Desk interactions, track and route problems and requests and document resolutions
  • Follow up with customers to ensure issue has been resolved
  • Create new and update current training documentation and videos as required
  • Train internal and external users on current systems and functionality
  • Utilize Ticket Tracking Help Desk software to manage and track tickets
  • Maintain daily performance of computer systems
  • Install, modify, and repair computer hardware, software and peripherals
  • Prepare status and activity reports of current project and tasks
  • Stay current with system information, changes and updates
  • Perform preventative maintenance on computers, recondition and/or reconfigure as required
  • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
  • Process form mapping requests to service providers and test functionality

Complete all other duties as required and/or necessary as requested by management

Contact Us

PO Box 768
Warrenville, IL 60555
(800) 579-2233 - Phone

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