Help Desk Associate

We are a level 1/1.5 (Service Desk/Technology Solution Center) support team taking customer calls, live chats and walk-ins. We provide first level resolutions for incidents and requests when possible. We are searching for an individual who is results driven, a problem solver and critical thinker. Our operating hours are Monday through Friday 7am - 6pm (excluding company holidays). This position will require to the individual to be on-site 5 days a week.Your Impact:The ideal candidate must be able to work in a fast-paced environment to help consistently provide high-quality service and technical support to end users.Perform level 1-1.5 support for internal customers via phone, live chat, Walk-in's at our Technology Solution Centers or via self-serveEnsure customer satisfaction by meeting customer needs in courteous and timely mannerUse a strong customer-service attitude when responding to technology requestsCommunicate effectively and clearly to customersBe an advocate for the end user to ensure they receive high-quality and timely service and support from the entire enterprise operations & technology organization.Qualifications:1+ years' experience in an enterprise organization supporting end users in Desktop Support and enterprise applicationsDemonstrated/strong knowledge of Microsoft Office 365 productsDemonstrated knowledge of using ITSM application (preferred ServiceNow)Demonstrated/strong knowledge of software: Windows 10/11; Active Directory; RSA Authentication Manager, Cisco AnyConnect, PingID, Global Protect, VMware; multifunctional printers; Internet Software (i.e., Edge; Firefox; Google Chrome)Demonstrated/strong knowledge of hardware: Desktop; Laptop wireless mobile devices (smart phones, tablets, etc.) & Virtual Desktop infrastructureAbility to quickly learn new technology and applications and retain (absorb) to resolve issues independentlyGood attitude and excellent attendance requiredTyping speed of 50+wpmKeys to Success in this Role:Excellent analytical skills for efficient problem diagnosis and resolution (creative thinker)Strong accountability, both individually to your work as well as to the teamAbility to work independently and collaborate effectively in a team environment.Inquisitive nature, eager to learn new concepts and technologies.Eagerness to help customers and team members with positive attitude.Deliver prompt and high-quality customer service.Excellent verbal, written and interpersonal skills.Ability to multi-task in a fast paced, constantly changing environment.Must be a team player and able to work collaboratively with and through others.Effective listening skills and proper phone etiquette