**Job Description Summary**: We are looking for a Service Desk Associate to provide enterprise-level assistance to our end user employees. If you're naturally a helper, have a strong customer orientation and enjoy assisting people with computer issues whilst explaining technical details simply, we'd like to meet you. Ultimately, you will be a person our employee's trust. They will rely on you to provide timely and accurate solutions to their technical problems.The goal is to create a seamless, positive experience for our employees that in turn enables them to serve our external customers and the businesses they support.In this role, you will:- Diagnose and troubleshoot technical issues, including account setup and network configuration- Ask customers targeted questions to quickly understand the root of the problem- Own issues through resolution within agreed time limits, or to the point of escalation- Resolve network issues, configure operating systems and use remote desktop connections to provide immediate support.- For more complex problems that require nuanced instruction, you will contact clients via phone, text or chat and/or provide clear, written instructions and technical manuals.- Properly escalate unresolved issues to appropriate internal teams (e.G. software developers)- Provide prompt and accurate feedback to customers- Refer to internal database or external resources to provide accurate tech solutions- Ensure all issues and outcomes are properly logged within the ticket management system- Prioritize and manage several open issues at one time- Follow up with clients to ensure their IT systems are fully functional after troubleshooting- Document technical knowledge in the form of notes and manuals- Maintain positive relationships with clients- Willing to work on shifts**Qualifications**:- High school or technical school diploma required- 0-2 years, including internships, in work experience in Customer Service, Technical Support, Desktop Support, IT Help Desk Technician or similar role- Strong written and verbal communication skills / bilingual (English/Spanish)Desired Characteristics- Degree in a relevant field, like Computer Science, IT or Software Engineering is desired- Additional certification in Microsoft, Linux, Cisco or related training to IT service desk support- Hands-on experience with Windows/Linux/Mac OS/Cloud environments desired- Previous experience remotely diagnosing and troubleshooting a broad spectrum of technical issues in a remote fashion- Excellent problem-solving and communication skills- Ability to provide step-by-step technical help based on knowledge articles, both written and verbal.**Additional Information**:**Relocation Assistance Provided**:No