Job description
Help Desk Support II
Remote Role!!!
Candidate must be local.
M-F/ 8 am- 12 AM
Hours per day: 4
Looking for 20 hrs/week but actual schedule can vary. Doesn't have to be four hrs/day, 5 days/week
Remote Role!!!
Candidate must be local.
M-F/ 8 am- 12 AM
Hours per day: 4
Looking for 20 hrs/week but actual schedule can vary. Doesn't have to be four hrs/day, 5 days/week
- Perform Tier I level (first contact: emails, first ticket response, answering calls, etc.) of end user support regarding system issues and tracking to resolution and determining root cause analysis.
- Provide daily help desk services (password reset, application entry, routine service tasks) regarding the support of projectwise/adobe systems for user operations.
- Perform daily user management monitoring and maintenance activities.
- Take ownership of issues and requests that come in through by triaging, prioritizing, and assigning tasks to ensure timely resolution and escalate depending on need by coordinating/communicating with Client and/or document administrator.
- Assist system users who do not understand how to obtain access to supported systems.
- Research user questions and issues to effectively prioritize and escalate as required.
- Troubleshoot system issues and workflow requirements of complex application systems.
- Assist in the recommended user system access modifications to meet the needs of end users.
- Investigate system problems to determine cause (i.e., hardware, software, user error, lack of training, need for clarity in program guidance, etc.) and use reasoning to resolve issues with provided guidance.
- Select the most appropriate plan of action to resolve end user needs.
- Provide outstanding customer service and problem solving skills.
- Effectively interact with technical and non-technical staff at all organizational levels.
- Demonstrate ability to work successfully with a diverse group of customers.
- Understand business functions related to the supported applications.
- Maintain a current knowledge of relevant technologies as assigned.
- Assist in the creation/deletion of document management system users that need access to role based projects.
- Assist with associated system role based access.
- Ensure user access protocols are adhered to and the user has access to appropriate systems.
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