IT Support Help Desk Associate

Job Description

Job Description

MUST LIVE WITHIN 20 MILES

of New Albany Indiana

About CyberTek®

Drawing on decades of managed security services, CyberTek MSSP offers advanced remote management to deliver real-time protection, detection, and response.

We believe in investing in our employees' growth, both personally and professionally. You'll have access to training, mentorship, and a supportive environment that will help you reach your full potential.

If you are seeking a challenging and rewarding career where you can make a positive impact and grow both personally and professionally, CyberTek might be the perfect fit for you.

We are currently seeking a Help Desk Associate to add to the team.

Accountability Summary

The Level 1 Help Desk associate is responsible for our first level of support, working directly with end users to resolve technology issues remotely for our hospitality client base.

Help Desk Associates will be exposed to multiple desktops, network, and server technologies in our diverse customer infrastructure environments.

This position responds to, resolves, and escalates incoming technical client issues and requests submitted by phone, e-mail, or our chat portal, with a focus on superior customer service.

He or she will produce accurate and detailed documentation at both the client and ticket level. This position will also require participation in a rotating, on-call schedule.

Responsibilities include :

Serve as the first point of contact for customers seeking technical assistance over the phone or email.

Perform remote troubleshooting through diagnostic techniques and pertinent questions.

Determine the best solution based on the issue and details provided by customers.

Walk the customer through the problem-solving process.

Direct unresolved issues to the next level of support personnel

Provide accurate information on IT products or services.

Record events and problems and their resolution in logs

Follow-up and update customer status and information

Identify and suggest possible improvements on procedures.

Ability to work after hours and weekends, when necessary

Required Skills :

Remote support for desktops, printers, mobile devices, and server administration a plus

Working knowledge of common desktop and server applications and operating systems (hospitality application experience a plus)

Strong oral communication skills

Adept at writing and interpreting technical documentation and procedure manuals.

Ability to diagnose and resolve basic technical issues.

Call Center experience required.

Actual work schedules may vary depending on the need for coverage.

Compensation

Based on Experience

CyberTek MSSP provides significant career growth, competitive compensation and a benefits package that includes Vacation, Holiday, Health insurance and 401k.

CyberTek provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.

In addition to federal law requirements, CyberTek complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

CyberTek expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.

Improper interference with the ability of CyberTek employees to perform their job duties may result in discipline up to and including discharge.