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IT Help Desk Associate

2 months ago

Atlanta, United States Operation HOPE Full time
Job Description

IT HELP DESK Associate

Operation HOPE sees social justice through an economic lens. We are dedicated to financial dignity and inclusion as we equip adults and young people with the financial education, coaching and connections to secure a better future - providing guidance through personal aspirations and life’s challenges - facilitating a journey to financial independence. Our mission is clear and strong. We provide financial literacy programs to help people thrive, including aspiring entrepreneurs and small business owners.

Operation HOPE is currently seeking an IT HELP DESK ASSOCIATE person reporting to the SVP of It. This position ensures timely accurate responses to simple helpdesk tickets using predefined scripts and solutions, monitoring the ticket queue, and ensuring tickets are assigned to the appropriate technicians. The IT Help Desk Support person will interact with both internal and external users to resolve basic IT issues efficiently and effectively.

If you're energized by providing exceptional customer service and believe that excellent service is vital to success, this is the opportunity for you. Our team is filled with passionate people who strive to make a genuine difference for our clients in pursuit of our mission. If you are a driven person who exceeds expectations and appreciates awesome coworkers, we would love to talk to you

ESSENTIAL JOB DUTIES:
  • Ticket Response: Utilize predefined scripts to resolve simple helpdesk tickets related to common IT issues.
  • Ticket Management: Monitor the helpdesk ticket queue, categorizing and assigning tickets to the appropriate technicians or departments as necessary.
  • User Support: Provide direct support to internal and external users, ensuring a high level of customer satisfaction.
  • Documentation: Accurately document all interactions within the ticketing system for tracking and review.
  • Tool Utilization: Use Office 365, MS OneNote, MS Excel, MS Outlook, Zendesk ticketing system, and MS Word to perform daily tasks.
  • Escalation: Identify and escalate complex issues that fall outside of scripted solutions to higher-level technicians or relevant departments.
Skills/Qualifications:
  • High aspirations for all people to be successful and empowered financially
  • Deep commitment to and believe in Operation HOPE’s mission
  • High School Diploma or equivalent required. Preferred: Associate’s degree in information technology or 2 years on the job in an IT related work position
  • Experience in a helpdesk or customer service role
Technical Skills:
  • High proficiency in using MS Excel, MS Outlook, MS Word, and a Helpdesk ticketing system.
  1. Familiarity with remote desktop support tools and techniques
  2. Experience working in a fully remote environment - Must be able to work with teams across various geographic locations
  • Communication Skills: Excellent verbal and written communication skills
  • Problem-Solving: Ability to follow detailed instructions and apply script-based solutions effectively
  • Organizational Skills: Strong ability to manage multiple tasks and priorities in a fast-paced environment
  • Interpersonal Skills: Customer-focused with a friendly and professional demeanor
  • Operates with a high level of personal responsibility
  • Strong bias for action in following directions and achieving results
  • Open to direction, collaborative work style and commitment to get the job done
DEPARTMENT: IT

ACCOUNTABILITY: SVP of IT

SUPERVISORY RESPONSIBILITIES: None

LOCATION: Remote position (Candidates must have a reliable internet connection and a suitable home office environment. The internet connection speed will be tested to ensure it meets the requirements.)

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Light physical effort equal to frequent lifting or moving of lightweight materials.
  • Regularly required to sit or stand, bend and reach. Generally, works in an office environment but may occasionally be required to perform job duties outside of the typical office setting.


EEO STATEMENT

Operation HOPE is an Equal Opportunity Employer, all qualified applicants will receive consideration for
employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information or any other
characteristic protected by law.