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Help Desk Support Technician | Hybrid
4 months ago
HireVue is the talent experience leader accelerating the way organizations discover, engage, assess, and hire the best talent. Automating recruiter activities, HireVue connects companies and candidates anytime, anywhere. HireVues text-enabled end-to-end talent experience platform includes video interviewing, assessments and conversational AI. HireVue has hosted more than 30 million video interviews and 200 million chat-based candidate engagements for over 800 pioneering customers around the globe.
We are relentlessly focused on developing fair and objective hiring solutions to help our customers and their candidates, and we embrace this same focus of fair and objective hiring when we hire for our own team, striving to build a diverse and inclusive culture based on a foundation of respect and inclusion.
The Help Desk Support Technician is a highly organized self-starter with excellent attention to detail who supports HireVues help desk needs, creating an effective and efficient workforce that supports the needs of our internal team members.
Reporting to the help desk team lead, the Help Desk Support Technician is responsible for working the inbound Help Desk queue, provisioning and deprovisioning user accounts, and maintaining a positive customer satisfaction score with ticket troubleshooting & resolutions.
Essential Duties and Responsibilities
Support customers technical needs while providing an excellent service experience.
Take ownership of the ticket queue - carry out problem analysis and implement temporary or permanent fixes to minimize customer downtime. Escalate incidents to other support teams when necessary and track the problem through resolution.
Document all support interactions and resolutions in our ticketing system.
Communicate effectively and timely, setting the proper expectations with our customers.
Assist with hardware and software setup/installations, usage, licensing, and removal.
Provision and deprovision system accounts. Manage the physical assets and equipment needs proficiently and accurately.
Diagnose and resolve software and hardware incidents across Mac, Windows, mobile devices, and the office conference room AV systems.
Identify and report on trends in the incident queue (recurring tickets, surge of tickets at certain times, etc)
Update and maintain documentation for the Guru knowledge base.
Maintain hardware inventory and asset lifecycle. Facilitate asset assignments, procurement, provisioning, returns, repairs, replacements, retirement, surplus, etc.
3-5 years in a Help Desk Support role.
Experience supporting and maintaining PCs, Macs, and mobile devices in a cloud based organization.
Experience managing Help Desk incidents for onsite and remote employees via centralized management software.
Understanding of IT technologies such as Azure,Intune, VPN, DNS, MDM, and O365.
Highly self-motivated with a personal growth mindset.
Certificates, Licenses, Registrations
A+, Network+, ITIL Foundation, ACMT, CCNA
HireVue is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other category protected under the law. HireVue is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation. All your information will be kept confidential according to EEO guidelines.
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