Mar 14, 2019

Service Desk Associate 1

  • OakTree Staffing
  • Tulsa, OK, USA

Job Description

Service Desk Associate 1

Key Accountabilities
  • Receives incoming help requests from end users via both telephone, helpdesk tickets in a courteous manner. 
  • Builds rapport with key operators, IT teammates and end users to provide outstanding service. 
  • Prioritizes and schedules problems. 
  • Escalates problems (when required) to the appropriately experienced technician.
  • Applies diagnostic utilities to aid in troubleshooting. Identifies and learns appropriate software and hardware used and supported by the organization. 
  • Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configurating systems and applications. 
  • Performs preventative maintenance, including checking and cleaning of workstations, printers, and peripherals. 
  • Performs post-resolution follow-ups to help requests. 
  • Develops help sheets and frequently asked questions lists for end users.

Required and Preferred Skills and Experience
  • Entry level, typically 0-3 years of experience.
  • Provides technical and/or administrative support.
  • Demonstrates the ability to learn terminology, applications and standard procedures for performing the job function.
  • Performs routine, basic office/field tasks using established procedures.

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