Level 1 Help Desk Associate

Catholic Charities is seeking a Level 1 Help Desk Associate to work at our Albany office. This position will serve as the main provider of desktop support to the entire Diocese user community to provide timely and effective response to customer requests for support or reports of trouble. This is a temp to hire position lasting 4-6 months to complete a Windows 10 migration project. Local travel is required and will be reimbursed. Responsibilities Answers the IT Services Help Desk telephone extension and manages / responds to any voicemail messages requesting assistance or reporting trouble. Enters electronic Help Desk tickets for all phoned-in requests Provides Level 1 technical support directly to customers whenever appropriate to quickly and efficiently resolve basic issues either over the phone, by remote desktop access or in person. Escalates trouble tickets to the Level 2 Help Desk Technician (L2) as necessary or appropriate. Familiar with work related to Windows 10 Upgrade Comfortable with new hardware set ups - specifically Desktops, Laptops and Printers. Excellent customer service skills - expect substantial interaction with users in offsite locations. Ability to travel to onsite and work independently. Provides follow-up communication to apprise customers of the status of open issues and the estimated time to resolution. Reviews and updates ticket notes in the Help Desk ticketing system to ensure clarity, completeness and accuracy. Mobile device provisioning, deployment, management and user support. Other administrative tasks as assigned

Created: 2024-10-30