Job Application - World Insurance Associates

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Help Desk Specialist, Level II - Edison, NJ

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Position Summary

Help desk support specialist must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. You must also be customer-oriented and patient to deal with difficult customers.

Primary Responsibilities

Provide technical assistance and support for incoming helpdesk tickets and issues related to computer systems, software, security and hardware. Respond to tickets in person or over the phone. Document solutions advise team on training recommendations to cut down on tickets. Train computer users when possible. Fast paced environment

  • Serving as the first point of contact for employees seeking technical assistance through helpdesk ticketing system.
  • Performing remote troubleshooting through diagnostic techniques and pertinent questions
  • Determining the best solution based on the issue and details provided by employee
  • Walk the employee through the problem-solving process
  • Direct unresolved issues to the next level of support personnel tier 3
  • Provide accurate information on IT products or services
  • Record events and problems and their resolution in logs
  • Keep IT documentation up to date
  • Close helpdesk tickets upon resolution
  • Follow-up and update employee status and information
  • Adhere to outline SLA
  • Pass on any feedback or suggestions to IT Management
  • Identify and suggest possible improvements on procedures
  • On – Call helpdesk support as outlined in the 2022 calendar year
  • Support M&A integration process as needed and or outlined by team members
  • Some travel to various WIA offices is required