UHY Advisors, Inc Customer Service/ Help Desk Associate Manchester, NH, NH · Part time

Apply for Customer Service/ Help Desk Associate

The Customer Service / Help Desk Analyst provides first-line technical support for end users, assisting them with troubleshooting hardware, software, network, and other IT-related issues. This role requires strong problem-solving skills, effective communication, and a customer-focused approach to resolving technical issues efficiently.

Key Responsibilities:

1. Customer Support:

• Serve as the primary point of contact for all customer inquiries and technical issues.
• Answer calls, emails, and chats promptly, providing accurate and timely information.
• Document all support requests and resolutions in the ticketing system.

1. Technical Troubleshooting:

• Troubleshoot and resolve fundamental technical issues related to hardware, software, and networking.
• Identify and escalate complex issues to higher-level technical support teams as needed.
• Perform diagnostic tests to identify problems and offer solutions to end users.

1. Software and Hardware Installation:

• Assist in the installation and configuration of software, hardware, and peripherals.
• Help users with software updates, system patches, and upgrades.

1. Issue Resolution and Follow-Up:

• Monitor and manage open support tickets, ensuring that issues are resolved promptly.
• Provide follow-up communication to users to confirm that their issues have been addressed.
• Ensure user satisfaction through effective and friendly communication.

1. Knowledge Base Management:

• Contribute to maintaining and updating the knowledge base with solutions to frequently asked questions and common technical issues.
• Share tips and best practices with team members and users to promote self-service options.

1. Training and Support:

• Provide training to end users on using specific software, tools, and systems.
• Assist in creating user guides and tutorials for common tasks.

1. System Monitoring and Maintenance:

• Help monitor system performance and user activity, reporting any anomalies to the appropriate teams.
• Perform routine checks on network connectivity, hardware functionality, and software performance.

Qualifications:

• Education: High school diploma or equivalent; Associate’s or Bachelor’s degree in Information Technology or a related field is a plus.
• Experience: 1-3 years of experience in a customer service or technical support role.
• Skills:
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Basic knowledge of operating systems (Windows, macOS, Linux) and common software applications.
• Familiarity with common IT tools (ticketing systems, remote desktop applications, etc.).
• Ability to prioritize tasks and manage multiple support requests simultaneously.
• Certifications (Optional): CompTIA A+, ITIL Foundation, or similar technical certifications are a plus.

Personal Traits:

• Strong attention to detail and organizational skills.
• Empathetic and patient when dealing with customers.
• Ability to work independently as well as part of a team.
• A positive, customer-focused attitude.

Working Conditions:

• Depending on the business needs, this position may require working in shifts, including evenings or weekends.